Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers  #WeAreUKG 

Description

Job Summary:
Primary focus will be working with the Customer Experience (CX) Pillar Team to design, build, and support the technology and operations for our solutions that help us understand our customers’ experiences with UKG and drive their confidence and self-sufficiency with our solutions across the life cycle. In partnership with stakeholders within Global Services and our IT & Engineering departments, you will focus on designing, implementing, and maintaining the technology behind our critical VoC insights and enablement efforts. Specifically, you will help establish and maintain processes and tools to ensure our CX Pillar is able to deliver key insights and recommendations to our internal stakeholders at scale. You will also be able to identify and deliver various self-service enablement opportunities that directly support our customers.

Qualified candidates are highly-motivated and solution-driven and possess a drive to empower and support UKG to deliver a high standard of service to our customers. This role will be pivotal to the success and effectiveness of the entire organization as it scales to its next level and firmly takes the helm as the industry leader in its space.

Duties and Key Responsibilities:
• Is [or quickly] become an expert on the Qualtrics Experience Management (XM) Platform and the Pendo Product Experience Platform
• Manage day-to-day technical program needs involving APIs established between Qualtrics and multiple enterprise databases
• Manage day-to-day technical program needs involving Pendo Guides as well as merging Pendo data with other CX and operational data
• Navigate ambiguous scope to configure/build product components or full use cases working across multiple phases of delivery: requirements gathering, survey / guide development, dashboard builds, Salesforce automations and API integrations
• Clean and prepare data, including merging data sets
• Analyze and synthesize feedback and behavior data to answer business questions and determine ROI
• Work with our IT and Engineering teams to solve problems
• Present analysis results clearly with a focus on key takeaways

Qualifications

Required Qualifications:
• 1-3 years of hands-on experience working with the Qualtrics XM Platform (or other industry-leading VoC/VoE research platform including but not limited to Medallia, Satmetrix, etc.)
• 1-3 years of hands-on experience working with the product experience platform Pendo (or other industry leading platforms including but not limited to Walk-Me, Whatfix, MixPanel, Google Analytics))
• Experience in implementing and maintaining complex SaaS platform integrations, including those involving APIs (Incl. Salesforce, Gainsight, LMS platforms, enterprise databases etc.)
• Experience cleaning, merging, and structuring data sets for analysis
• Proficiency with using a variety of approaches to analyze data, such as regression, correlation, cluster analysis, statistical significance tests, etc.
• Proficiency in SQL and RDBMS
• Proficiency with business intelligence tools including PowerBI, Alteryx, and Cognos
• Experience in analyzing unstructured data/text analytics a plus
• Knowledge of HTML/CSS and Javascript is a plus
• Proficient in English (spoken and written)

Other Qualifications
• Bachelors Degree in Data Analytics/Science, Statistics, Business/Marketing Analytics, Computer Science, Information Systems, Economics, or equivalent required
• Qualtrics XM Certification is a plus, but not required
• Interest or experience in customer experience (CX) is a plus (Experience, Education, Certification, License and Training)

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.