Full TimeUnited States - Connecticut - StamfordPosted 04/01/2021Areas of interest: Customer Operations, Operations Support, Research/AnalysisRequisition Number: 278536BRCSU310
JOB SUMMARY 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.
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.
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
REQUIRED QUALIFICATIONS 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
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.)
Education 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 WORKING CONDITIONS: 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.