Digital Service & CX Analyst - SPECTRUM

New technology enthusiast. Customer advocate who is passionate about creating great end-user experiences. Tech-savvy, collaborative, and innovative. Did we just describe you? If so, consider joining the Conversational Channels team at Spectrum.

 

At Spectrum, we keep nearly 32 million customers connected across our 41-state footprint. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our engineers utilize interactive voice response (IVR) and Chatbot to give customers the help they need without human intervention. Our CX and customer service innovation helps deliver the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

 

As a Digital Service & CX Analyst on the Conversational Channels team, you’ll support customer experience requirements, process design, system changes, testing, analysis, and reporting for our Mobile and Cable customers. Additionally, you’ll evaluate emerging technologies that contribute to Charter’s vision to drive best in class digital self-service.

 

WHAT OUR DIGITAL SERVICES AND CX ANALYSTS ENJOY MOST

• Educating and socializing the Digital Service & CX strategy to internal and external partners
• Supporting the integration of new products and services, regulatory requirements, tools, technologies, and markets into existing operations
• Ensuring complete analysis and understanding of interdependencies, business risks, risk mitigators that could impact or be impacted by the delivery of new products and services
• Ensuring all defined business rules/policies are documented and implemented as designed
• Ensuring available technology is fully leveraged
• Functioning as the liaison between the business unit and other functional organizations
• Leveraging data to recommend enhancements to ensure the customer experience with Charter’s implementation is industry-leading

 

On a given day you’ll work in a dynamic office environment managing small to mid-size projects and contributing to requirements and test plans for larger ones. You’ll thrive in this position if you can work both independently and collaboratively.

WHAT YOU’LL BRING TO SPECTRUM

 

Required Qualifications

• Experience: Business Operations Analysis experience: 3 years or more; Telecommunications and/or experience with technology/software products: 3 years or more
• Education: Bachelor’s degree in Business Administration or related field or equivalent experience
• Technical skills: Personal computer and software applications (i.e. Word, Excel, Visio, etc.)
• Skills: Analyze and synthesize complex data
• Abilities: Quickly identify business problems & opportunities; communicate effectively orally and in writing; define key performance indicators/metrics; manage multiple projects simultaneously; document, prepare, and present data-driven presentations; make decisions and solve problems while working under pressure; partner with internal and external stakeholders, including vendor relationships

 

Preferred Qualifications

Project management experience: 3 years or more

 

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company
• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
• Total Rewards: See all the ways we invest in you—at work and in life

 

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CSU310 2024-37924 2024

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.


A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.


Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 100,000 individuals working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.