Senior Client Experience Associate

Company Description
**The Company**

YouGov is an international market research and data analytics group.

Our mission is to supply a continuous stream of accurate data and insight into what the world thinks, so that companies, governments and institutions can better serve the people and communities that sustain them.

We have the best data and the best tools. We continuously challenge conventional approaches to research, and we disrupt our industry to ensure that our clients always get the best solutions.

We are driven by a set of shared values. We are fast, fearless and innovative. We work diligently to get it right. We are guided by accuracy, ethics and proven methodologies. We respect and trust each other, and bring these values into everything that we do.

Each day, our highly engaged proprietary global panel of over 15 million people provides us with thousands of data points on consumer opinions, attitudes and behaviours. We combine this continuous stream of data with our research expertise to provide insights that enable intelligent decision-making and informed conversations.

With operations in the UK, North America, Mainland Europe, the Nordics, the Middle East, India and Asia Pacific, YouGov has one of the world’s largest research networks.

**The Culture**

Diversity and inclusion are fundamental to YouGov. We are committed to giving the world a voice by capturing the opinions of all groups, including the ones that are often under-represented in research. We are also committed to making sure that our products and tools are free from any bias, as accuracy is key to what we do. None of the above can be done without having a truly diverse workforce, in an inclusive workplace. We are very keen on attracting and retaining the best talent. And best talent also means a diverse pool of talent, with various backgrounds and perspectives.

Supporting the wellbeing of our staff, including maintaining a good work and life balance, is important to us.

As an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, disability status, or any other characteristic protected by law. All employment decisions are made on the basis of occupational qualifications, merit, and business need.

**Job Description**:
**The Role**

***As a Senior Client Experience Executive for YouGov Survey Direct, you will be a part of the full customer journey, at first by supporting clients to learn to use the YouGov Survey Direct platform and then by supporting them as they continue to use it.

**What will I be delivering?**

Covering the Pacific time zone, you will be part of the YouGov Survey Direct team, delivering a key part of YouGov’s strategy. As YouGov Survey Direct grows in the UK and US markets, we need to ensure that all Clients on the platform receive the support they need.

As part of this role you will:

- Be the first point of contact for US clients who have questions related to navigating the self-serve platform
- Respond to client feedback across English speaking markets (but primarily with a US focus)
- Train new clients and internal staff to use the self-serve platform and analysis tool
- Identify if a different YouGov solution is better suited to a client's research requirements
- Support the more junior members of the team with any complex queries that they may have

**What’s in it for me?**

This is an opportunity to be part of the growth of YouGov Survey Direct and also be part of YouGov’s quickly growing presence in Mexico. You will be the first port of call for all new YouGov clients (via YouGov Survey Direct) and be pivotal in ensuring we are providing our clients with the best possible service, to best suit their research needs.

**Qualifications**

**What do I need to bring with me?**
- Creative thinking - products like YouGov Survey Direct create new challenges and opportunities every day You will be required to respond to these and deliver the solutions to help and support the clients
- Teamwork - YouGov Survey Direct is a small, but growing team - being able to work well as part of a team is essential
- Fluent spoken and written English

**Demonstrated knowledge and experience**
- 2-3 years plus client facing customer service experience is essential
- 2-3 years of experience in working with quantitative research surveys.
- Experience in the market research industry or digital marketing industry is essential

**Technical skills and qualifications**
- Must be a confident user of Excel
- Fluent spoken and written English
- Experience using ticketing systems would be an advantage.

Additional Information

Role will cover the Pacific time zone