Full TimeStamford, ConnecticutPosted 02/14/2025Business unit: Customer OperationsAreas of interest: Customer Operations, Operations Support, Research/AnalysisRequisition Number: 2025-47229CSU320
Innovator. Entrepreneur. Able to see the big picture while working on the small details, manage multiple projects, and act as a subject matter expert. Did we just describe you? If so, consider joining the Digital Service & Customer Experience team at Spectrum.
At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Digital Service & CX team is at the front line of customer interaction. We define the holistic service experience across all touch points, especially digital self-service. Our dedication to a superior customer experience helps ensure we deliver the exceptional products and services Spectrum is known for.
BE PART OF THE CONNECTION
As an Analyst for Voice of Customer Insights, you will play a pivotal role in analyzing and interpreting Net Promoter Score (NPS) data to uncover insights about customer satisfaction, loyalty, and sentiment. Your work will directly inform strategies to enhance the customer experience, identify pain points, and improve overall brand perception. You will collaborate across departments to ensure customer feedback drives meaningful change.
WHAT OUR DIGITAL SERVICE & CX ANALYSTS ENJOY MOST
Analyzing NPS data to identify trends, key drivers, and actionable insights and benchmarking NPS performance against competitors and industry standards.
Generating insights by conducting deep dives into customer feedback to uncover root causes of dissatisfaction and areas of opportunity.
Writing and optimizing SQL queries to extract and analyze data from multiple sources
Developing and presenting comprehensive reports and dashboards that communicate NPS results to stakeholders at various levels, from operational teams to executive leadership.
Partnering with cross-functional teams (e.g. Customer Journey, Product, Customer Service) to develop action plans based on NPS insights
Support the development and deployment of surveys to ensure effective data collection
If you prioritize and organize effectively and enjoy analyzing, interpreting, and presenting data, this could be the role for you. You’ll continually expand your knowledge and develop skills while growing your career with Spectrum.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
Experience: 3 or more years project management and data analysis experience
Education: Bachelor’s degree (BA/BS) or equivalent experience
Abilities: Effective written and verbal communication skills
Working conditions: Office environment
Preferred Qualifications
Understanding of Customer Experience measurement methodologies, tools, and best practices
Market Research or Voice of Customer/NPS measurement experience
Excellent analytical skills with the ability to derive insights from customer feedback data
Highly organized, with the ability to manage multiple projects and deadlines effectively
SQL experience
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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CSU320 2025-47229 2025
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value 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 is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of 95,000 employees working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more. Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
