Customer Survey Specialist

Edurio is dedicated to improving education quality globally by helping schools and school groups survey their parents, pupils, and staff to build thriving organisations. With over 2000 schools in the United Kingdom and Latvia, we aim to expand significantly in the coming years. We are seeking a Customer Survey Specialist to support our UK-based customers in their survey journeys with Edurio.

Job Overview:

The Customer Survey Specialist is responsible for managing the execution and quality of our customers’ surveying plans in line with their strategic goals.

You will be part of a 2 person Survey Specialist team within the wider Customer Success Team and manage the survey journey of our customers, providing guidance and consultation.

You will also be responsible for helping customers build their surveys using the Edurio platform, and you will be the first point of contact for their questions about the survey design process.

Finally, you will help customers select surveys and questions that align closely with their goals, using your knowledge of the Edurio question library, drawing on experience from other customers and internal teams, and be able to feed back to the wider team about survey design trends.

Key responsibilities:

Survey Journey Management:

• Work with the Customer Success Managers to plan a customer’s annual survey cycle

• Guide our UK customers on using the Edurio survey builder and the principles of designing good surveys

• Analyse survey results to guide customers on their strengths and weaknesses in written reports and customer calls

Surveying Impact Management:

• Work closely with customers to ensure their survey content is aligned with their overall goals

• Either individually, or in collaboration with the customer, build surveys that are structurally sound and will present results in the Edurio platform that enable the customer to take meaningful action

• Act as the first point of contact for customers when it comes to survey design and survey content questions

Survey Execution:

• Manage the survey implementation process including collection of customer datasets, administering platform users and alignment on communication timelines

• Manage the customer information to enable the Edurio Support Team to launch surveys and support the customer whilst the survey is live