Client Experience Coordinator

Client Experience Coordinator

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, and Bid Debriefs, as well as broader support for the Client Development Team (CDT). 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, and routine reporting. The role handles routine tasks, follows defined procedures, escalates exceptions, and builds knowledge of VoC systems, CDT priorities, and team processes.

Responsibilities & Duties

• 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.

Mailbox, Systems & Data Support

• 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.

Reporting & Presentation Support

• 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.

Documentation & Digital Content

• 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.

Process & Team Support

• 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.

Qualifications

Minimum Requirements:

• 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

Attributes:

• 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)

Additional Information

At AECOM, we are committed to maintaining a secure and trustworthy recruitment process and take any fraudulent hiring activity seriously. To support this commitment, all newly hired employees are required to attend an in-person Day 1 onboarding at an AECOM office location as a condition of employment.