Customer Experience (CX) Coordinator


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Overview


Are you a dynamic team player with a passion for generating awareness, influencing change, and driving tangible success? Do you thrive in an agile work environment, love the details, and recognize the value of creating stellar customer experiences? Use your project management skills and your keen ability to communicate cross-functionally to help the Esri Customer Experience (CX) team scale our Voice of the Customer (VoC) program. By helping to establish internal best practices, coordinating customer feedback gathering activities, and maintaining a strong cadence of content shared through our communication ecosystem, you will be responsible for supporting the critical infrastructure needed to grow program awareness and success. Be part of a team that’s hyper-focused on generating insights and driving change to improve the touch points that matter most to Esri customers.

Responsibilities


  • Work with CX measurement and analysis team to develop and execute survey governance strategy
  • Own the execution of internal communications to grow program awareness
  • Evaluate and document survey authoring scope, criteria, and best practices
  • Outline current and future VoC procedures and guidelines
  • Curate and manage content shared through the internal CX communication ecosystem (e.g., ArcGIS Hub, Microsoft Teams, and ServiceNow)
  • Help create informative content, such as videos and blogs, that generate excitement about the CX program and initiatives
  • Communicate about the success and value of addressing Esri customer feedback through various channels, including posts to social media and the Esri community
  • Manage CX project tasks and backlog to ensure progress and delivery of key outputs and milestones
  • Monitor, triage, and prioritize all incoming CX requests (e.g., survey authoring, customer journey maps, and ArcGIS Ideas)
  • Facilitate meetings and provide guidance for internal stakeholders throughout the survey and/or journey map authoring process
  • Coordinate all administrative aspects of CX events and activities vital for generating customer insights through engagement (e.g., CX research activities at Esri conferences, outbound emails/calls to customers to build focus group rosters, etc.)

Requirements


  • 2+ years of experience in a coordinator or communications role
  • 1+ years of experience in a customer-facing role
  • Advanced communication skills in a variety of formats (written, verbal, facilitation, and online)
  • Ability to collaborate cross-functionally within an organization
  • Highly passionate about ensuring customer success
  • Demonstrated creativity, flexibility, and agility in fast-paced work environment
  • High level of initiative and strong time/project management skills
  • Sharp attention to detail and desire to create quality content for a variety of audiences (e.g., senior level management, staff, global distributors, and customers)
  • Aptitude for system/business process integrations and online technology
  • Proficient in Microsoft Office Suite
  • Bachelor’s in marketing communications, business administration, or related field

Recommended Qualifications


  • Familiarity with ArcGIS Online and ArcGIS for Survey123
  • Knowledge of ArcGIS Hub and HTML (Level 2)
  • Demonstrated knowledge of one or more work/project management tools (e.g., Workfront, ServiceNow, Target Process, etc.)
  • Basic Adobe Photoshop and Camtasia Studio skills
  • Social media and community engagement experience or interest (blogs, forums, etc.)

About Esri


Our passion for improving quality of life through geography is at the heart of everything we do. Esri’s geographic information system (GIS) technology inspires and enables governments, universities, and businesses worldwide to save money, lives, and our environment through a deeper understanding of the changing world around them.


Carefully managed growth and zero debt give Esri stability that is uncommon in today's volatile business world. Privately held, we offer exceptional benefits, competitive salaries, 401(k) and profit-sharing programs, opportunities for personal and professional growth, and much more.


Esri is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.


If you need a reasonable accommodation for any part of the employment process, please email humanresources@esri.com and let us know the nature of your request and your contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

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