[Hiring] Client Experience Coordinator @AECOM

Role Description

The Client Experience Coordinator role provides entry-level coordination, administrative, data cleaning, and reporting support across the Voice of the Client (VoC) program, including:

• Monthly Project Survey administration
• Client Listening
• Bid Debriefs

Working under close guidance from the Global Client Insights Program Manager and Client Experience Specialist, the role follows established processes to support:

• Scheduling
• Survey administration
• Meeting coordination
• Document organization
• Note-taking
• Tracker updates
• Data preparation
• Routine reporting

The role handles routine tasks, follows defined procedures, escalates exceptions, and builds knowledge of VoC systems, CDT priorities, and team processes.

Qualifications

• Bachelor's degree and/or relevant work experience (fresh graduates are welcome)
• Basic proficiency in Microsoft Office tools, specifically Excel and PowerPoint
• Exposure to, or willingness to learn, business systems such as Qualtrics, Salesforce/CFM, SharePoint, Power BI, or Monday.com
• Strong organizational skills and comfort with defined, process-driven work
• Interest in developing knowledge of client experience processes, client feedback systems, and reporting tools

• Ability to effectively communicate and collaborate within a specific group of internal and external customers. (Communication)
• Ability to maintain good customer relationship with the ability to understanding and respond to customer needs and requirements. (Customer Service)
• Ability to be thorough and meticulous in completing assigned reports, tasks, and documentation. (Attention to Detail)
• Ability to recognize routine process issues, follow documented steps, and escalate when guidance is needed. (Problem Solving)
• Ability to organize assigned work, follow priorities, meet deadlines, and communicate status clearly. (Planning and Organizing)

Requirements

• Support routine stakeholder interviews, meetings, schedules, and follow-up activities using established processes.
• Provide overflow coordination support for Client Listening activity when additional scheduling capacity is required.
• Support meeting logistics, including setup, materials preparation, note-taking when needed, tracker updates, and follow-up reminders.
• Assist with assigned projects, initiatives, information requests, and routine stakeholder coordination.
• Provide administrative support for the broader Client Development Team, including the Global Client Insights Program Manager, Client Development leadership, and other team members supporting key program work.
• Support meetings, workshops, room bookings, document preparation, agenda materials, minutes, and tracker updates for assigned CDT activities.
• Organize and maintain CDT documents, workshop notes, meeting notes, and follow-up materials so information is easy to find and ready for manager review.
• Conduct basic research and assist with defined program activities as requested.
• Monitor the client feedback survey mailbox and respond to routine requests using established processes.
• Document common requests, respond to routine mailbox items using approved guidance, and escalate exceptions or non-standard matters to the Client Experience Specialist.
• Support routine system data entry and updates across Qualtrics, Salesforce/CFM, SharePoint, and other program tools as assigned.
• Support monthly Project Survey administration using established processes, including survey setup, distribution support, response tracking, follow-up coordination, and related data updates.
• Complete routine data cleaning and validation using standard steps to support survey reporting, dashboard exports, and program records.
• Support dashboard exports and recurring data preparation activities.
• Maintain organized and accurate digital files and program records.
• Prepare and maintain routine reports using approved templates and processes.
• Prepare dashboard exports, stakeholder report inputs, and presentation materials using approved templates.
• Collect stakeholder feedback and organize information for manager review.
• Assist with recurring and ad hoc reporting requests.
• Perform a self-check of work for completeness and accuracy before submitting it for review.
• Update approved client feedback process documents, SOPs, reference materials, and training content as directed.
• Make routine updates to SharePoint pages, Ecosystem content, and related program resources using approved content.
• Incorporate approved documentation updates as processes evolve.
• Support the coordination and management of program files and content repositories.
• Perform simple but varied tasks accurately and on schedule using standard procedures.
• Support process updates by documenting agreed changes and following revised procedures.
• Work with the VoC Program Manager, Client Experience Specialist, Client Experience Squad, survey coordinators, and EC technical/data team as directed.
• Provide clear status updates and raise risks, blockers, or unclear requirements promptly.

Benefits

• Medical, dental, vision, life, AD&D, disability benefits
• Paid time off
• Leaves of absences
• Voluntary benefits
• Perks
• Flexible work options
• Well-being resources
• Employee assistance program
• Business travel insurance
• Service recognition awards