Customer Experience Associate

Job Summary

The Customer Experience department was created to amplify students' voices and find creative solutions to the pain points in the lives of BYU–Hawaii's diverse students. To achieve this the  departmentcollaborates with university departments to innovate services and cultivate a Christ-centered culture on campus. We are actively seeking talented students with exceptional research, presentation and writing abilities who are   great representatives of the Mission of the University.

Primary Responsibilities

Research and Analysis

• Perform benchmarking against peer institutions to evaluate the university's performance and identify areas for enhancement.   
• Conducting interviews across BYU-Hawaii customers, including students, faculty members, and full-time employees, for problem discovery.  
• Assist in the organizing and coordinating workshops that utilize design thinking and other initiatives aimed at improving the customer experience across BYU-Hawaii.

Writing and Communication 

• Producing clear, accurate reports for students and services within the university. 
• Creating detailed reports, manuals, and guidelines for students and services on campus, ensuring clarity and accuracy. 

Collaboration

• Collaborate closely with the Chief Customer Experience Officer and Customer Experience team to develop strategies and solutions that address challenges and obstacles.   
• This role also includes being an Administrative Student Representative of the Office of the President with scheduled shifts at the reception desk while productively working on assigned projects.

Qualifications

• Currently pursuing a bachelor's degree in a relevant field (e.g., Business Management, Political Science, English, Communication, TESOL, etc.).  
• Advanced in using Microsoft Word, Excel, and PowerPoint.  
• Strong analytical and critical thinking skills. 
• Exceptional writing abilities in different types (persuasive, technical, descriptive, narrative, etc.), with conciseness as a top priority.  

Personal Attributes

• A bias for action, i.e., being able to decide, communicate, and act in the fog of complex decision-making options.  
• Excellent communication skills, both written and verbal.  
• Detail-oriented, quick thinker, and capable of handling and interpreting complex information.  
• Strong problem-solving and critical-thinking abilities.  
• A collaborative mindset with a passion for enhancing the customer experience on campus.