Mintel Hiring for Customer Education Specialist Job at London, England Full Time

Are you passionate about digital client experience and technology-led user onboarding? Do you understand the enthusiasm some people have for learning about data…and the fact that others just want to find the end story?

If so, we have an exciting opportunity for you that bridges our Product Development and Client Success teams. We’re looking for a Customer Education Specialist to help people who use Mintel get to value quickly and achieve their goals effortlessly.

Our users expect us to connect them quickly and accurately with the answers they need to make great business decisions. That can be a challenge: we have a huge array of information and tools that our users need to navigate to get the best value from Mintel. That’s where you come in.

You will implement the Customer Education strategy, helping customers on their journeys through our evolving Mintel solutions. You will be familiar with digital user journeys, on-product help systems and creating and managing materials that can take our users from beginner to expert as fast as possible – including how to navigate our sites, analyse our data and understand our methodology – and everything in between.

Our Customer Education Specialists use walkthroughs, messages, articles and other help content to create clear guided experiences for Mintel’s different user types. You’ll be encouraged to experiment, measure and iterate to find the best help content mediums and language to support our users.This role isn’t about training individual users, this is about helping our entire global user base – over 100,000 users and growing – with an enterprise approach.

This is an exciting time to join Mintel to support our goal to transform our client and product success by embedding onboarding and user training into the heart of our digital product experience.

Working collaboratively across Client Success, Marketing, IT and Product Development, you will provide an exceptional learning experience across various self-service Mintel customer journeys.

What you’ll do:

• Support the development of and implement the self-service help strategy, aligning with key stakeholders such as Product Development, Marketing, Client Success and IT

• Ensure that the learning experience removes effort and allows customers to navigate Mintel seamlessly

• Develop help content for existing and new Mintel solutions focused on getting to value quickly, nurturing and expansion

• Create customer-facing walkthroughs, messages, articles and other help content that enables and inspires customers to get the most value out of using Mintel

• Maintain and expand the Mintel Help Center for customer and employee education

• Work closely with Marketing, Client Success and Product Development teams to develop the right content for the right stages of customer journeys

• Facilitate gathering user feedback at scale across a variety of Mintel projects

• Identify opportunities to use on-product messaging to promote events and new developments

• Track, monitor, analyze and report on key metrics, such as usage of Customer Education content, feature adoption, reduction in support tickets, retention and expansion of users.

Here’s what we are after:

• You have proven experience scaling self-service help and Customer Education through SaaS knowledge bases, learning management systems or other support and training content management systems

• Experience in customer self-service help, customer enablement or content creation

• Ability to understand and communicate technical concepts quickly and accurately across a variety of mediums

• Ability to design for the customer experience, understanding what is needed from the client’s perspective

• Ability to challenge legacy behaviors and the status quo

• Self-discipline and motivation to produce results with minimal supervision

• Strong attention to details and demonstrated ability to handle multiple priorities

• Strong analytical, problem solving and creative thinking skills

• Ability to work effectively in a fast-paced, dynamic environment

• Fluent in English and eager to work in a multicultural, international environment

You might also have:

• Experience with a variety of different types of software (eg. word processing, spreadsheets, project management) such as and the ability to learn new applications quickly

• Exposure to user analytics platforms such as Mixpanel or Google Analytics

• Exposure to Customer Relationship Management (CRM) platforms such as Salesforce Service Cloud

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