Senior Analyst Digital Service & CX Mobile

  • Job Reference: 260434327-2
  • Date Posted: 8 April 2021
  • Company: Spectrum
  • Location: Stamford, Connecticut
  • Salary: On Application
  • Sector: I.T. & Communications, Consumer Product/Consumer Packaged Goods/Packaging, Education - Excluding Post Secondary, Education - Post Secondary, Graphic Design/CAD, Healthcare - Allied Health, Healthcare - Dental Care, Healthcare - Nursing, Healthcare - Physician, Interior Design/Decorating, Non-Executive Management, Social Services/Counseling, Veterinary Services
  • Job Type: Permanent

Job Description

JOB SUMMARY The Digital Service & Customer Experience organization at Charter is evolving the holistic customer experience across all customer touch points and driving digital self-service capabilities. All Spectrum Mobile customer journeys are covered by this role. The Senior Analyst is responsible for supporting the onboarding, activation, billing, troubleshooting customer journeys via requirements gathering, process design, journey mapping, system changes, testing, analysis and reporting. Additionally, they will evaluate emerging technologies that contribute to Charters vision to drive best in class digital self-service. This role will also entail a strong knowledge of UI/UX, IVR, and IVA; leading to exceptional customer-facing experiences. The ideal candidate will have experience in data driven product management, customer experience and/or digital capabilities; demonstrating a unique blend of operational excellence, technical proficiency from Customer Operations, creativity with strategic thinking, and drive cross-functional and internal collaboration, for seamless product launches. MAJOR DUTIES AND RESPONSIBILITIES Proactively identify areas of opportunity through in-depth analysis to recommend and drive enhancements, new features, and channels to ensure Charters customer experience is industry leading. Educate and socialize the Digital Service & CX strategy to internal and external partners. Deeply understand and recommend technologies and self-service systems to ensure the Spectrum Mobile customer experience is convenient and easy to use by our customers. Support the integration of new products and services, regulatory requirements, tools, and technologies into existing operations. Develop business cases for enhancements and new features/products. Complete analysis and understanding of interdependencies and risks that could impact or be impacted by the delivery of new products, services, processes and/or support technologies. Function as the liaison between the business unit and the other supporting functional organizations (IT, Product, Billing, Customer Operations/Call centers, Design teams, 3 rd Party suppliers, etc.) to properly interpret and deliver to the functional specifications. Ensure alignment between the business operational strategies and technical solutions. Oversee and approve requirements and test plans for assigned projects. Perform other duties as required. REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge * Passion for customer centric solutions to deliver best in class customer experience * Strong analytical approach to problem solving and presenting recommendations * Understand/interpret the expressed and implied needs of the customer * Ability to handle complex and ad hoc requests * Manage multiple cross-functional projects at one time * Oversee and provide thorough feedback on requirements and test plans for assigned projects while cross-referencing impacted channels and groups * Partner with internal and external stakeholders, including vendor relationships * Thrive in a team environment and collaborate well with team members to accomplish unified goal * Independent thinker * Communicate orally and in writing in a clear and straightforward manner * Make decisions and solve problems while working under pressure * Knowledge of process and project management * Knowledge of UI/UX * Knowledge of IVR and IVA * Prioritize and organize effectively * Show judgment and initiative to accomplish job duties * Read, write, speak and understand English * Ability to use personal computer & software applications (i.e. Word, Excel, Visio, PowerPoint, etc.) Education Bachelors degree in Business Administration or related field or equivalent experience Related Work Experience 5 + Years - Business analysis experience 5 + Years - Telecommunications and/or experience with technology/software products 2 + Years - Product management experience WORKING CONDITIONS: Office environment Travel as required Must be willing to work flexible work schedules including occasional evenings, weekends and holidays. For more information on Spectrums benefits, please click here () .