User Experience Research Coordinator (Hindi)
Infosys BPM Limited
Manila City, Philippines
1d ago
source : ictjob.ph

Are you ready to make an impact? Join Infosys BPM as a User Experience Research Coordinato r (Hindi) and jumpstart your career!

UX Infrastructure (UXI) is a central team that supports all products areas at Google and collaborates with UXers to drive user-centered design operations.

These operations need to be scalable to provide the highest quality support to a growing community of UX Researchers, Designers, Product Manager, and Engineering teams within Google, working to develop better tools and services and improving our products based on the evolving needs of our users.

UXers (our stakeholders) reach out to UXI to conduct usability studies and capture feedback from our users to inform product development.

The role of UXI is to support UXers logistically by connecting them with participants (internal Googlers or external users), inviting them to meet with UXers in one of our dedicated UX Spaces or connect them with an approved UX Vendor Partner.

As a cross-functional and global team, the Responders team will provide a uniform and professional support to ensure UXers and participants get fast, correct and clear responses to their questions and their requests are triaged appropriately.

As a Responder, you will work closely with UXI Program Managers to give stakeholders and participants access to the right information.

You will own the end-to-end resolution of their inquiries in the best way or be researching / exploring with the appropriate people to resolve those inquiries.

In this role, you will become a UXI expert, owning troubleshooting tasks and developing innovative, scalable solutions that effectively serve our growing stakeholder base and optimize their experience.

The Responder will be working in a dynamic environment, in a rapidly growing team with expanding and diversified responsibilities.

We are looking for someone who is highly ambitious, self-driven, works independently and has outstanding communication and collaboration skills.

Key Responsibilities :

Provide excellent and fast support service by answering questions and resolving issues across a variety of platforms, including email, chat, phone and video conference.

  • Provide personalized support that aligns with our company brand, voice, policies and procedures, directly impacting our stakeholder satisfaction and experience working with UXI.
  • Take ownership of each inquiry by providing clear, concise and frequent status updates throughout the resolution.
  • Ensure that response time, issue resolution and quality targets are met.
  • Maintain a positive attitude and be empowered to think independently and critically, going above-and-beyond to deliver the right solution for each stakeholder and participant inquiry.
  • Elevate sensitive or complex inquiries via the appropriate communication channels and partner across various cross-functional teams to find solutions and ensure the team is providing optimal customer experience each and every time.
  • Identify root cause of inquiries and escalations, develop internal guidelines, identify trends, design innovative solutions and support process improvements to drive long term resolutions and improve internal team efficiencies.
  • Highschool graduate.

  • Exceptional communication skills and fluency in Hindi is a must.
  • Demonstrated experience in stakeholder management at multiple seniority levels
  • Effective interpersonal and collaboration skills
  • Proven problem solving skills, project management skills, attention to detail, and exceptional organizational skills.
  • Ability to deal with significant ambiguity and competing objectives in a fast-paced environment.
  • Highly responsible and productive under time pressure and able to prioritize high volumes of work
  • Ability to handle complex situations and highly adaptable to change
  • Ability to have difficult conversations
  • Highly self-motivated, showing ownership and critical thinking abilities
  • Analytical and process-oriented mindset
  • Ability to absorb complex technical concepts and communicate them to a non-technical audience
  • Willingness to adjust to work requirements (day / night shifts)
  • Preferred Qualifications

    Familiarity with User Experience, User Research or Design

  • Preference for someone who has conducted research of any kind, particularly social science or human factors research
  • Experience in providing customer support via video conference or chat channels
  • Previous experience with G Suite (Google Drive, Gmail, Google Calendar, etc)
  • In the wake of the COVID-19 outbreak, we at Infosys BPM is committed in creating safe environments where all candidates feel secured when we process your job application.

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