Job Description
Job Title: Surveys Operations Administrator
Team: Performance Benchmarking
Business Unit: Surveys
Location: Remote (based in UK)
Salary: £30,000 - £35,000 GBP per annum
Travel Requirements: Occasional (<5 pa) face to face for internal meetings
Overview of the Role
The Survey Operations Administrator is responsible for the end-to-end technical delivery of Etio's annual survey portfolio. Working at the intersection of survey technology, data management, and client delivery, the postholder ensures that surveys are built, configured, distributed, and closed accurately and that live issues are resolved quickly and competently.
The role sits within the Surveys team and operates across a defined annual calendar of survey programmes. Each programme requires institution-level configuration in both the Survey platform (Qualtrics) and our in-house customer facing survey application (InTouch), meaning the post holder is routinely managing dozens of concurrent institutional workstreams across multiple active surveys.
This is a primarily operational role with a high degree of technical complexity. The postholder will spend most of their time building and maintaining surveys, processing data files, managing distributions, and resolving live issues. It is well suited to someone who takes pride in precision, manages their own work proactively, and understands that getting the detail right is what enables Etio to deliver excellent outcomes for its clients and their students.
The postholder is also a key point of contact for reactive support across the Surveys team, handling around ten or more support tickets each month alongside their planned workstream, a volume that reflects both the scale of Etio's survey operations and the trust the team places in this role to resolve issues that would otherwise delay delivery.
Key Responsibilities
Your core responsibilities include, but are not limited to:
Survey Build & Configuration
- Build and configure surveys from new or existing QSF source files applying institution-specific routing, display logic, embedded data, and API integration.
- Configure institution-level login pages, web service calls, and multilingual survey variants, managing optional question library additions and standard question sets across programmes.
- Carry out accessibility reviews prior to launch and implement required adjustments, ensuring surveys meet quality standards before going live.
- Investigate and correct configuration errors in live surveys, including routing failures, display logic issues, and customisations not pulling through via webservice calls, working quickly and accurately under time pressure.
Distribution Management
- Set up and send institution-level launch emails, reminder campaigns, and thank-you emails using distribution lists for each survey wave.
- Manage survey open and close status per institution across all active programmes, ensuring closures happen on time and are accurately reflected across platforms.
- Process and reset individual survey links, investigate session-expired errors and link failures, and manage unsubscribe requests, often in direct response to client-reported issues.
Customer Facing Portal Administration
- Configure and maintain Survey Configuration Forms (SCFs) ensuring survey settings are accurately reflected in the live survey environment.
- Manage the file stores and seed file uploads, including survey status management and institutional record updates.
- Support API connections and data flows, working with the technical team to maintain dashboard integrations and resolve data pipeline issues.
Data File Management & Processing
- Process institution preload files and seed files, applying corrections to live data where errors are identified, including mid-survey amendments when a survey is already in field.
- Run post-survey data processing workflows taking data from raw Qualtrics exports through to cleaned, analysis-ready datasets.
- Support the production of institution data files (IDFs), common data files (CDFs), data dictionaries, and supplemental files in line with delivery schedules.
- Manage data deletion processes for closed survey programmes in line with data protection requirements.
Live Support & Change Request Management
- Triage and resolve incoming support tickets via Freshservice, resolving issues within remit quickly and escalating to the appropriate resource where needed.
- Process urgent client change requests including questionnaire amendments, privacy text updates, additional question builds, and option list changes, communicating realistic timelines to the delivery team.
- Carry out data quality investigations when issues are reported mid-field or post-close, tracing discrepancies across Qualtrics, InTouch, preload files, and derived variables.
- Attendance on customer meetings may occasionally be required, providing technical support to the survey project manager(s).
Data Extraction & Reporting
- Produce response data downloads, link status exports, consent reports, and response rate reports to support delivery teams and client communications.
- Generate institution-level survey files including completer downloads, scheduled acknowledgment exports, and CSV-format data files to client specification.
- Support prize draw processes, response rate tracking, and the accurate extraction of open-text comments for institutional delivery, including translations and redaction.
- Create reports using Text IQ to provide instant views of data trends and the opportunity to interrogate the live data.
Platform Administration & Documentation
- Build relationship with Account team at Qualtrics, and stay on top of any new features; understanding how to get the best out of the platform and who to go to for support and advice.
- Maintain Qualtrics account structure across the organisation, managing user permissions, survey library organisation, ownership transfers, and naming conventions.
- Monitor and manage scheduled automations including Power BI refresh schedules, and IQ report rebuilds, escalating issues promptly.
- Take ownership of processes to ensure efficiency and timeliness in all actions. Create and maintain process documentation, Scribehow, walkthroughs, scribes, and standard operating procedures, keeping materials current as processes evolve.
- Track all tasks and effort accurately in Monday.com, keeping statuses up to date and providing a reliable picture of progress for the team.
Expected Behaviours and Working Style
At Etio, how we work is as important as what we deliver. The following behaviours describe what we expect from everyone in the organisation, expressed through our three values. For this role, they are grounded in the specific context of high-volume survey operations and the responsibility that comes with it.
Make every day count
Survey delivery is a discipline of precision at scale. The postholder approaches high-volume, detail-intensive work with consistency, understanding that a routing error or a missed seed file correction has a direct impact on clients and students in the field.
- Prioritises effectively across concurrent workstreams, making clear decisions about what to work on and when.
- Keeps tasks and effort tracking in Monday.com current treating it as a professional discipline, not an afterthought.
- Uses periods of lower operational demand to improve documentation, process hygiene, and platform quality.
Lead the way
The postholder is the subject matter expert for Qualtrics and how it interacts with our inhouse customer-facing survey application within the team. They share that expertise through walkthroughs, documentation, and informal guidance and use it to improve how the team works, not just to complete their own tasks.
- Proactively identifies platform risks, configuration inefficiencies, and opportunities to improve and surfaces them clearly.
- Stays current with the Qualtrics product roadmap and brings forward features or capabilities that could benefit Etio's survey delivery.
- Makes well-reasoned decisions within their area of expertise without needing to escalate everything and escalates clearly and early when they genuinely need to.
Deliver with Empathy
Behind every support ticket is a delivery colleague under pressure, a client wondering why their students cannot access the survey, or a team member trying to hit a commitment. The postholder understands this and responds accordingly.
- Responds to urgent requests with calm, clear communication — giving the requester a realistic timeline and keeping them informed of progress.
- Communicates openly about capacity — raising concerns about workload or competing priorities early, rather than quietly absorbing an unsustainable queue.
- Brings patience and a constructive tone to complex, multi-party problems — understanding that data issues, live survey errors, and configuration discrepancies rarely have a single cause.
Role Deliverables
- Survey builds and launches - All assigned surveys built, configured, and launched on time per institution, per wave, per programme with quality checks completed before go-live.
- Live survey support - Live survey issues resolved quickly and accurately, with clear escalation when required. Ticket queue managed consistently with low re-open rates.
- Data file outputs - Open comment files (fully redacted and translated where appropriate) will be produced in a timely manner, meeting the contractual requirements for each contract.
- Distribution management - All institution-level launch emails, reminders, and survey close actions executed on schedule. Link management issues resolved promptly when raised.
- Platform hygiene - Qualtrics account maintained to agreed standards: naming conventions applied, user permissions current, library organised, and data deletion carried out at programme close.
- Process documentation - Scribes, walk-throughs, and SOPs maintained and kept current. New processes documented as they are established. Knowledge accessible to the team, not held solely by the postholder.
- Task and effort tracking - All tasks logged in Monday.com with accurate statuses and effort recorded. Team reporting and capacity planning supported by reliable data.
Skills, Experience, and Qualifications
Essential
- Proven ability to configure complex surveys including routing, display logic, embedded data, and distribution workflows.
- Comfortable working with CSV and Excel files at volume.
- Able to investigate problems under time pressure and communicate clearly about findings and next steps.
- High attention to detail.
- Effective task management; able to manage multiple concurrent workstream, with a reliable and self-directed approach to prioritisation.
- Clear written communication; capable of writing concise, professional responses to colleagues and delivery managers.
- Degree-level education, or equivalent professional experience in a technically demanding operations or data role.
Desirable
- Formal Qualtrics training or certification is advantageous - demonstrable hands-on experience at scale is equally valued.
- API-integrated reporting platform experience.
- Awareness-level familiarity with Power BI, or similar dashboard tooling.
- Experience in higher education research, student experience surveys.
- Experience using Monday.com or equivalent task boards to manage and track operational workloads.
- Experience of Freshservice or equivalent ticketing system
Etio are committed to creating an inclusive environment for all employees. We welcome applications from all groups, particularly those underrepresented in the workforce.
Note to all applicants - Etio reserve the right to close an advertisement to applications ahead of the advertised closure date. For this reason, shortlisting may take place prior to the closing date on some occasions. Therefore, please do not hesitate to apply early.
