Full TimeStamford, ConnecticutPosted 08/02/2022Business unit: Customer OperationsAreas of interest: Customer Operations, Operations Support, Research/AnalysisRequisition Number: 318929BRCSU320
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 supporting messaging customer experience requirements, process design, system changes, testing, analysis and reporting. Additionally, they will evaluate emerging technologies that contribute to Charter’s vision to drive best in class digital self-service.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Proactively recommend and drive bot content enhancements, new features, and channels to ensure Charter’s customer experience is industry leading.
Leverage data to deeply understand and recommend enhancements to ensure the customer experience with Charter’s implementation is industry-leading.
Support the integration of new products and services, regulatory requirements, tools, and technologies into existing operations.
Drive identification of requirements across business units and identify systems processes through evaluation of business objectives, drivers, and success metrics.
Document business requirements from multi-department stakeholders for review and delivery to the development team using traditional waterfall model as well as develop epics, user stories, and their acceptance criteria for agile delivery
Handle multiple engagements simultaneously without compromising accountability or reducing level of engagement.
Deeply understand and recommend technologies and self-service systems to ensure the customer experience is convenient and easy to use by our customers.
Educates and socializes the Digital Service & CX strategy to internal and external partners.
Oversee and approve requirements and test plans for assigned projects
Perform other duties as required.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability analyze and synthesize data
Ability to understand and projects
Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
Ability to thrive in a team environment and works well with others, as well as independently to complete task
Ability to prioritize and organize effectively
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to show judgment and initiative and to accomplish job duties
Passion for customer centric solutions to deliver best in class customer experience
Document, prepare and present processes and procedures
Partner with internal and external stakeholders
Bachelor’s degree in Business Administration or related field or equivalent experience
Required Related Work Experience and Number of Years
2+ Business analysis experience
2+ Telecommunications and/or experience with technology/software products
1+ Product management experience WORKING CONDITIONS
Travel as required CSU320 318929 318929BR
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