Communication Preference AnalystApply Now Date posted 02/11/2020 Requisition Number: 257677BR Location: United States - Connecticut - Stamford Area of Interest: Customer Operations Position Type: Full Time
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.
The role is responsible for developing and managing customer communication preferences for 29 million customers. The analyst will establish requirements, work on process design and system changes as well as ensure customer service communications are delivered according to preferences. This position is also responsible for maximizing communication preference enrollment based on program’s design, and will evaluate performance through testing, tracking and measurement analysis to provide recommendations for optimizing the program. Finally, the role will also assist in the evaluation of the industry landscape and emerging technologies that can contribute to Charter’s vision to drive a best-in-class digital self-service experience.
The ideal candidate will have a track record in communication management and development; experience in data driven strategy, customer experience and/or digital capabilities; demonstrating a unique blend of operational excellence, technical proficiency, and creativity & strategic thinking.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Manage digital communication preference program.
Assist in increasing enrollment in communication tactics that maximize our intended preferred channels based on communication purpose: service or billing related.
Educate and socialize the Digital Service & CX strategy to internal and external partners.
Contribute to developing and implementing a company wide go to market plan for communication preferences, working with all departments to execute.
Ensure alignment and coordination of preferences with internal strategy.
Support the integration of new products and services, regulatory requirements, tools, technologies and markets into existing operations.
Leverage project management skills to set and achieve deadlines for multiple complex projects simultaneously. Maintain accuracy in deliverables efficiently.
Ensure complete analysis and understanding of interdependencies, business risks, risk mitigators that could impact or be impacted by the delivery of new products, services, processes and/or support technologies.
Ensure all defined business rules/policies are documented, implemented as designed. Ensure process enablers are working as designed (automated as well as manual). Ensure available technology is leveraged to the fullest extent. Redesign business process where applicable to leverage available or new technologies
Function as the liaison between the business unit and the other supporting functional organizations (IT, OSS, Billing, 3rd Party suppliers, etc.) to properly interpret and deliver to the functional specifications. Ensure alignment between the business operational strategies and technical solutions
Leverage data to deeply understand and recommend enhancements to ensure the customer experience with Charter’s implementation is industry-leading
Responsible for independently completing recurring processes
Utilizes understanding of both business process and technical capabilities to implement solutions
Manage day to day efforts on small to mid-size projects
Contribute to requirements and test plans for larger projects
Perform other duties as required
Skills/Abilities and Knowledge
- Passion for customer centric solutions to deliver best in class customer experience
- Understand the application of business objectives to functional area
- Ability to read, write, speak and understand English
- Analyze and synthesize complex data
- Ability to quickly identify business problems/opportunities
- Ability to communicate orally and in writing in a clear and straightforward manner
- Ability to define key performance indicators / metrics
- Ability to document, prepare and present data-driven presentations
- Ability to make decisions and solve problems while working under pressure
- Ability to manage multiple projects at one time
- Ability to prioritize and organize effectively
- Ability to show judgment and initiative and to accomplish job duties
- Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
- Partner with internal and external stakeholders, including vendor relationships
- Knowledge of process and project management
- Knowledge of general accounting and billing procedures
Bachelor’s degree in Business Administration or related field or equivalent experience
Related Work Experience
3 Years - Business Operations Analysis experience
3 Years - Project management experience
3 Years - Telecommunications and/or experience with technology/software products
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
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