Overview
Customer Experience Communications Coordinator – India
Role Overview
As the CX Communications Coordinator, you will play a crucial role in enhancing our customers’ overall experience by ensuring our customers are informed in a timely, relevant, consistent and engaged way.
Your primary focus will be to proactively develop and execute targeted communications to update our Customers on Stats Perform product and service delivery, and to ensure appropriate distribution of communications required by cross-functional teams across the business.
You will be responsible for
- Work within the CX Operations teams to develop and implement a comprehensive communications strategy for Service Now, tailored to various specific customer segments and their specific needs.
- Create engaging and informative content for targeted communications, including but not limited to email campaigns, newsletters, articles, and FAQs.
- Develop a process-first approach for customer communications development and delivery.
- Responsibility for maintaining the health of Customer Contact data, to ensure optimum communication workflows.
- Run the Monthly Customer Communications Calendar across Customer Operations.
- Collaborate with cross-functional teams, such as Product Management, IT, Coverage and Customer Support, Incidents, etc, to gather information and updates which are to be communicated to Customers.
- Collaborate with the Marketing team to align communications strategies and maintain brand consistency across all customer touchpoints.
- Stay up to date with industry trends, best practices, and emerging technologies related to Service Now and customer experience communications. Ensuring all communications meet company brand and tone of voice and style, as per marketing guidelines.
- Schedule and Send Customer Communications as required, with additional internal communications to the relevant people and teams.
- Prepare training and documentation for other team members on Service Now targeted communications.
- Analyze data and metrics to assess the effectiveness of communications initiatives, making data-driven recommendations for improvements and optimizations.
- Assist in the planning and communication of customer training requirements.
What skills & experience you’ll bring to us
- Bachelor’s degree in Communications or a related field.
- Proven experience (3 years) in communications, preferably with a focus on customer experience and/or technology-related products/services
- Strong knowledge of Service Now or similar IT Service Management Platforms with the ability to translate technical information into customer-friendly language.
- Knowledge of Premier Pro, Camtasia or Articulate and Adobe Photoshop.
- Exceptional written and verbal communication skills, with a keen eye for detail and the ability to tailor messages to different audiences.
- Excellent organizational and project management skills, with the ability to prioritize multiple tasks and meet deadlines.
- Ability to solve problems creatively, multitask, work under tight deadlines, and learn new concepts quickly.
- Self-motivated and proactive, with the ability to work independently as well as collaboratively in a team environment.
- Analytical mindset with the ability to track, measure, and analyze data to drive decision-making and continuous improvement.
- Experience working in a seasonal industry with distinct busy periods.
- Commitment to continuous process improvement and customer centricity as a principle.
