UX Participant Coordinator

Description
Participant Coordinators (PC's) are responsible for finding and scheduling participants for UX studies for our clients Ads products. The PCs also provide customer-service/administrative/project management services to our UX Researchers (UXRs). This includes activities such as reserving a physical space for the research study, conducting a screener, coordinating the logistics of the day the study is conducted, tracking participant attendance, and mitigating no-shows, and communicating recruitment progress with the requesting UXR. They are the face of our client and ensure participants have a great experience when participating in a study. This is not a role that can be done by following a script - each study and product team has different needs and ways of working so PC's must have the ability to adapt accordingly. They must be able to build relationships, navigate ambiguity, solve problems, work with different personality types, understand cultural nuances and handle new and unique requests. This position is 100% onsite on Austin - remote candidates will not be considered.
Requirements

• BA/BS in communications, marketing, computer science, human computer interaction, cognitive science, experimental psychology, anthropology, information science, or other field emphasizing human behavior.
• 2+ years of experience with participant screening and recruiting, ideally in a research context.
• At least 1 year of direct customer service experience required, preferably in contact centers.
• Client-facing experience using all modes of communication (email, chat, phone, video conference)
• Excellent communication skills. Demonstrate experience communicating with people who have varied goals within the same project.
• Ability to work independently, to prioritize time between multiple projects, and to adapt to changing schedules and priorities.
• Demonstrate ability of good understanding and active listening capabilities, knows how to probe to get relevant information.
• Excellent organization skills and attention to detail in a fast-paced environment.
• Ability to learn, retain, and apply large amounts of product, procedure, policy, and system information.
• Demonstrated ability to manage many moving parts, multiple usage criteria, several calendars, global time zones, several stakeholders.
• Maintains acceptable performance metrics such as quality, productivity, attendance, schedule adherence, and CSAT.
• Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
• Robust multi-tasking skills: e.g., able to take notes or navigate a knowledge base and interact with the customer simultaneously.
• Quick learner: Able to quickly absorb complex product and procedural information, and seamlessly adapt to rapid changes in the product, process, and workflow as they occur.
• Analytical mindset: be able to quickly understand, analyze and make recommendations for improvement for internal processes, where appropriate
• Demonstrated proficiency with office productivity tools including email, web browser, database query, spreadsheet, presentation, and word processing applications.
• Familiarity working with tools and people in the technology industry or a technology-oriented space.
• Ability to communicate technical issues in non-technical terms.
• Minimum of 1 year experience in supporting Advertising products like AdWords (Search, Display, Mobile), Analytics (PPC ROI tracking) with in-depth knowledge on various online advertising models (Search, Display, Mobile, Video) and revenue models (like Pay per click or Cost Per click, Cost Per (Thousand) Impressions, Cost Per View, and/or Cost Per Acquisition)
• Openness to work flexible hours if and when required (may include evenings, weekends and/or holidays)

Preferred Qualifications

• Experience working on a variety of marketing campaigns
• Strong technical ability and marketing platform experience
• Relevant industry experience gained from a similar company
• Basic hands-on knowledge in Internet products and technologies & basic experience of HTML, AdWords, or DoubleClick for Publishers is a plus.
• Digital Advertising or Marketing experience a plus

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
Qualifications
Technical Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Speaking English
PL2
Required
Domain Skills
SNo
Primary Skill
Proficiency Level *
Rqrd./Dsrd.
1
Field Serv Mgmt-Tech
NA
Desired
2
After Sales & Service (Tech)
NA
Desired
* Proficiency Legends
Proficiency Level
Generic Reference
PL1
The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.
PL2
The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.
PL3
The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.
PL4
The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.