User Experience Coordinator

5 months ago

Winnipeg, Canada Laivly Full time

About Laivly

We are an ambitious company of curious technologists. We don’t just code, we invent. We don’t just build, we create. We are gamers, sci-fi geeks, and artists. We help the world’s biggest brands discover and leverage Artificial Intelligence, Machine Learning and Digital Automation

About the Job

Reporting to the Manager, User Success, the User Experience Coordinator plays a key role in driving value for Laivly’s clients by leading efforts to maximize user adoption and performance on client KPIs. With ongoing coordination of operational engagement, performance monitoring, issue tracking and feedback collection, you will ensure that all users in your client portfolio are using SIDD in all applicable cases, and that SIDD continues to drive performance on the right KPIs. This is a cross-functional role working closely with Customer Experience, Solutions, Product, Implementations & Support, Reporting & Analytics, Community Operations, and Training.

As a User Experience Coordinator, you will
- For each Account Pod to which you are assigned:_
- Monitor Client Dashboards (Daily)
- Identify trends and opportunities for adoption, usage and other KPIs and report to Account Pod
- Develop, propose and execute action plans
- Monitor inbound feedback & support tickets (Daily)
- Monitor #sidd-feedback-feed channel in slack, compile data to extract trends & review with CSM weekly or as prudent
- Review inbound support tickets to ensure appropriate prioritization
- Escalate as necessary
- Support CSMs in preparation for client meetings by:

- Populating client-facing presentation decks with SIDD user performance data & bug/issue status updates
- Updating CSM on any ongoing initiatives involving User Success
- Participate in client meetings as needed or requested by CSM
- Work with operations leaders to drive adoption, usage and other KPIs
- Meet with Ops leaders on a regular cadence
- Review all relevant KPIs, highlighting wins and opportunities for improvement
- Ensure ops uses and understands their SIDD dashboard; train ops leaders as needed
- Conduct User Check-ins approximately bi-weekly or as required based on the current phase of the client lifecycle (alpha, beta, prod) to solicit user feedback, identify enhancement opportunities & unreported issues, and follow up on recent fixes or releases.
- Report findings to the Account Pod
- Escalate issues/highlights
- Summarize in Slack, create tickets, escalate as needed
- Follow up on open issues
- Uptrain agents 1:1 or in small groups as required (by TL request or Laivly initiated)
- Coordinate and administer Focus Groups with Ops leaders and users
- Conduct Business Reviews of issue and enhancement tickets for solutions without active Solution Specialist ownership.
- Coordinate sessions as needed for:

- Training (Alpha = Solutions, Beta-prod = US)
- User Check-ins (for US, CS, Solutions)
- Discovery sessions (Solutions, CS, Product as required) post-prod
- Issue investigation (Blitz)
- Continuously inform the CSM or Account Pod on ongoing issues, initiatives and noteworthy findings regarding usage, performance trends and general account health.

User Experience Coordinator minimum qualifications...
- ** Self-starter** - You learn fast and jump right in
- **Strong communicator at all levels** - You can build rapport w/agents, ops leaders, internal teams and clients
- **Empathetic and energetic** - You connect with users on a personal level
- **Reporting expertise** - You can interpret data and explain it
- **Problem solving** - You can investigate the cause of issues and proactively create resolution paths
- **Time management** - You effectively manage multiple accounts and associated tasks
- **Adaptability** - You adapt to changing organizational and operational needs
- **Contact Center experience** - You have a basic understanding of CC operations and ideally have worked in one
- **Technical ability** - You are knowledgeable enough to talk about software and hardware. IT support & troubleshooting experience is an asset

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

Life at Laivly

Laivly gives you the opportunity to collaborate and grow your career with a diverse and passionate team. Balance and wellness are important, and we make it easy to achieve with a flexible environment that works with you. A career at Laivly is about working with a fun-loving, dedicated team of creatives, risk takers and game changers. It’s about sharing your talent and imagination to develop innovative tech that’s revolutionizing the way top brands interact with the world.

We’ve got a shared mission - and a Laivly future. Join us today
- Laivly provides Equal Employment Opportunities in accordance with all provincial and federal laws._
- Laivly is committed to ensuring equality of opportunity in all aspects of employment and does not discriminate based on protected characteristics.

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