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Director, Client Research and Analysis - Spectrum Enterprise

Date posted 01/16/2019 Requisition Number: 223903BR Location: United States - Colorado - Greenwood Village Zip Code: 80111 Area of Interest: Market/Media Research, Research and Development, Telecommunications Position Type: Full Time
Spectrum Enterprise is a national provider of scalable, fiber-based networking and managed services solutions. Solutions include Internet access, Ethernet and Managed Network Services, Voice solutions, TV solutions and Managed Application, Cloud Infrastructure and Managed Hosting Services. We work closely with clients to achieve greater business success by providing these right-fit solutions designed to meet their evolving needs. For more information, visit

The Highlights

The Director of Client Research and Analysis leads the team responsible for developing a deep understanding of client needs and measuring their perception of their experience with our company. The team particularly focuses on identifying areas that will have the greatest impact on improving both the client experience and business results. In this role, you will be a key leader on the Client Experience team, overseeing the day-to-day execution of quantitative and qualitative research and data analysis that will provide the organization with information that is pragmatic, understandable and actionable.

To be successful in this role, you must be a thought leader, creating an innovative vision and strategy for client research that leverages the latest technologies and techniques to achieve the team’s mission and can adapt to the changing landscape of capabilities over time.

What you will do
  • Develop and maintain an innovative client listening program that can provide deep insight into our client’s needs and perceptions of their experience and identify opportunities to improve that experience
  • Partner closely with internal teams and outside partners to implement tools and technologies that will support the team's ability to clearly understand and predict which factors influence client perception, satisfaction and behavior
  • Provide leadership and guidance to team members responsible for quantitative and qualitative research, ensuring best practices in the execution, analysis and presentation of results
  • Use all capabilities available to create a clear picture of our client’s needs at each part of their journey and provide insight that allows the organization to identify improvements to the experience that will have the greatest impact
  • Synthesize client research and conduct data analysis to provide clear direction to executive- and functional team leadership to support client-centered decisions across the organization
  • Create and monitor metrics, dashboards and reports to identify trends and share information with the broader organization
  • Stay abreast of the most current client experience measurement techniques and capabilities
  • Provide strong management and leadership skills with a proactive, participative management style
  • Recruit, train, coach and develop an enterprise-grade research and analysis team—instill and reinforce a “client-first” ethic in the entire team
  • Manage associated budgets and processes within assigned function
Required keys for success
  • Five or more years of leadership experience
  • Seven or more years of experience in data analysis, client research and/or business intelligence
  • Five or more years of experience with client insights, including supplier or agency-side experience
  • Strong research skills and first-hand experience with a range of qualitative and quantitative techniques, including surveys, 1:1 interviews, focus groups, client observation and other ethnographic research, concept testing, conjoint or discrete choice-based methods and experimental design
  • Proven capability to manage large-scale research tracking programs including development of reporting/dashboards, insights and recommendations
  • Deep understanding and appreciation of current and emerging technology components of insights gathering and analysis
  • Excellent communication skills, including presentation skills and experience communicating with all levels of an organization, up to the C-suite/executive level
  • Strong business planning and forecasting skills
  • Proactive approach with a sense of curiosity and urgency
  • Initiative and self-motivation, cooperative temperament, flexibility and creativity
  • Ability to analyze and resolve complex issues, both logical and interpersonal
  • Ability to negotiate and defuse conflict
  • Ability to positively influence and persuade
  • Ability to work independently or with limited direction
  • Ability to analyze data and develop and present data driven reports
  • Ability to document, prepare and present executive-level presentations
  • Ability to effectively manage large and complex projects
  • Effective communication skills
How you will stand out from the crowd
  • Knowledge of enterprise telecommunications services or industry experience
  • Experience in business-to-business environment

Your education
  • Bachelor's degree or related work experience (required)
  • Master’s degree or Master's in Business Administration (preferred)
What you can expect
  • Office environment
  • Some travel

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.

FCC Unit: 13541 Business Unit: Spectrum Enterprise Apply Later

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