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Specialist - Service Experience

Member Service/Support
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Summary of Role
The Service Experience Specialist manages the collection and analysis of member and customer feedback through surveys, customer requests, and various other channels. The Specialist will communicate with management once root causes are identified to strategize best practices and seek resolution with partnering teams. The Specialist will advocate on behalf of the customer to increase overall satisfaction of their experience with the Association.
Accountabilities & Responsibilities
  • Manage customer satisfaction surveys for the US Hub and look for ways to align with UK CSat processes.
  • Consistently seek ways to improve the CSat survey as it relates to structure, deployment, and analysis.
  • Analyze data collected from various sources to provide baselines for acceptable volume and root causes for negative volume.
  • Provide recommendations from data pool to management on actionable items from analytic findings and research.
  • Produce the Voice of the Member Report to inform key business partners about how they are impacting the member experience with projects, improvements, or issues.
  • Communicate Advisor performance to management based on survey analysis to highlight coaching opportunities.
  • Promote and spark conversations with management about how the survey and customer request data can be leveraged to influence partnering teams.
  • Partner with QI Team to identify correlations between QI scores and survey data.
  • Develop trend analysis reports that highlight historical volume and use those results to predict future business needs.
  • Partner with operations management to understand the needs of the business and champion methods in which data analysis can help meet those needs
  • Maintain and analyze Member Service process maps to identify opportunities to eliminate or automate processes.
Supervisory Responsibilities
  • None
Knowledge, Skills & Abilities Required
  • Ability to manipulate and analyze large sets of data (data mining)
  • Excellent verbal and written communication skills
  • Ability to work independently, self-starter
  • Effective time management skills
  • Superior skills in interpreting the customer experience and developing tactics to address opportunities
  • Advanced skills in MS Office applications (Word, Excel, and PowerPoint)
  • Ability to influence management and partner teams to effect change and improve the overall member experience
  • Ability to deliver quality work when faced with tight deadlines
  • Exceptional presentation skills
  • Advanced relationship management skills
  • Ability to maintain positive relationships even when faced with adversity
  • Superior attention to detail and the ability to quickly recognize issues that may impact data integrity
  • Solid skills in identifying quantitative methods for accomplishing business objectives

Required Experience, Qualifications & Education

  • Minimum of one year’s experience in AICPA Member Service
  • Bachelor’s degree
Preferred Experience, Qualifications & Education
  • Bachelor’s Degree
  • Some experience in data analysis

Equal Employment Opportunity

The Association of International Certified Professional Accountants is committed to creating a diverse environment and is proud to be an equal opportunity and affirmative action employer. All employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected status. All qualified candidates are encouraged to apply.

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