Chatbot Messaging Content Designer (Bot & AI)

Full Time United States - Connecticut - Stamford Posted 04/01/2021 Areas of interest: Customer Operations, Operations Support, Research/Analysis Requisition Number: 278536BR CSU310
The Digital Service & Customer Experience (CX) 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, this person will evaluate emerging technologies that contribute to Charter’s vision to drive best in class digital self-service.

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.

Educate and socialize the Digital Service & CX strategy to internal and external partners

Deeply understand and recommend technologies and self-service systems to ensure the customer experience is convenient and easy to use by our customers.

Develop business cases for messaging enhancements and new features/products

Ensure complete analysis and understanding of interdependencies and risks that could impact or be impacted by the delivery of new products, services, processes and/or support technologies

Function as the liaison between the business unit and the other supporting functional organizations to properly interpret and deliver to functional specifications

Ensure alignment between the business operational strategies and technical solutions

Oversee and approve requirements and test plans for assigned projects

Perform other duties as required

Skills/Abilities and Knowledge
  • Passion for customer centric solutions to deliver best in class customer experience
  • Strong analytical approach to problem solving and presenting recommendations
  • Understand/interpret the expressed and implied needs of the customer
  • Ability to handle complex and ad hoc requests
  • Manage multiple cross-functional projects at one time
  • Collaborate with internal and external stakeholders, including vendor relationships
  • Thrive in a team environment and works well with others
  • Independent thinker
  • Communicate orally and in writing in a clear and straightforward manner
  • Make decisions and solve problems while working under pressure
  • Knowledge of process and project management
  • Prioritize and organize effectively
  • Show judgment and initiative to accomplish job duties
  • Read, write, speak and understand English
  • Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)

Bachelor’s degree in Business Administration or related field or equivalent experience

Related Work Experience
3 Years - Business Analysis experience
3 years - Project management experience
3 Years - Telecommunications and/or experience with technology/software products

Office environment
Travel as required

For more information on Spectrum’s benefits, please click here.
The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.

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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