User Experience Coordinator

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- Manage and nurture relationships with Laivly clients’ operations teams, maintaining a cadence of communication with key stakeholders on Sidd success within their program.
- Monitor client dashboards daily to identify trends and opportunities for adoption, usage and other KPIs.
- Support Customer Success in preparation for client meetings and share insights about Sidd engagement, agent feedback and data trends.
- Conduct end user research to understand sentiment and identify opportunities to improve client KPIs and end user satisfaction.
- Develop, propose and execute action plans to maintain consistent success on a program.
- Retrain and coach individual users and groups if/when required to achieve optimal adoption and usage, and work with Laivly Training to improve Laivly’s user training for each client
- Triage inbound feedback & support tickets daily for fast resolution and mínimal downtime impact.
- Escalate issues and challenges to Customer Success Managers and Laivly leadership team
- Work closely with solutions, product, and design to shape product development, bringing the voice of the user to future decisions.

User Experience Coordinator minimum qualifications...
- ** Contact Center experience** - You have a basic understanding of CC operations and ideally have worked in one
- **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
- **Technical ability** - You are knowledgeable enough to talk about software and hardware. IT support & troubleshooting experience is an asset

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._
- Laivly is committed to accommodating persons with disabilities._