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Digital Service & CX Analyst
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Looking to shape the future of digital customer engagement? Join Spectrum’s Digital Service and Customer Experience team, where you’ll champion innovative solutions and deliver seamless self-service across every touch point. As a Digital Service and Customer Experience Analyst, you’ll play a key role in shaping process design, system changes and technology adoption to ensure Spectrum delivers industry-leading customer satisfaction.
This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.
How You’ll Make an Impact
- Support efforts to simplify and improve the customer journey across all touch points
- Educate internal and external partners about Spectrum’s Digital Service and Customer Experience strategy through meetings and customer journey mapping
- Integrate new products, services, tools and technologies into current operations
- Analyze business risks and interdependencies, implementing risk mitigators for new initiatives
- Document, implement and monitor business rules and ensure process enablers function as intended
- Redesign business processes to leverage available and emerging technologies
- Serve as liaison between business units and technical teams to interpret and deliver functional specifications
- Align operational strategies with technical solutions and recommend enhancements using data insights
- Independently manage recurring processes and day-to-day tasks for small to mid-size projects
- Contribute to requirements and test plans for larger projects
Required Qualifications
Education
- Bachelor’s degree in Business Administration or related field or equivalent experience
- 3+ years business operations analysis experience
- 3+ years telecommunications or technology/software product experience
- Passion for customer-centric solutions and delivering exceptional customer experiences
- Ability to apply business objectives to functional areas
- Strong written and verbal communication skills
- Skill in analyzing and synthesizing complex data
- Rapid identification of business problems and opportunities
- Capacity to define key performance indicators and metrics
- Proficiency in preparing and presenting data-driven presentations
- Decision-making and problem-solving skills under pressure
- Effective prioritization and management of multiple projects
- Initiative and sound judgment in accomplishing duties
- Proficient use of personal computer and software applications such as Word, Excel, Visio
- Ability to partner with internal and external stakeholders including vendors
- Knowledge of process and project management
Experience
- 3+ years project management experience
Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being 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 provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach.
When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
