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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