Senior Analyst – Digital Service & CX Mobile

Full Time United States - Connecticut - Stamford Posted 04/05/2021 Areas of interest: Customer Operations, Operations Support, Research/Analysis Requisition Number: 278737BR CSU340
JOB SUMMARY
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. All Spectrum Mobile customer journeys are covered by this role.


The Senior Analyst is responsible for supporting the onboarding, activation, billing, troubleshooting customer journeys via requirements gathering, process design, journey mapping, 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. This role will also entail a strong knowledge of UI/UX, IVR, and IVA; leading to exceptional customer-facing experiences.


The ideal candidate will have experience in data driven product management, customer experience and/or digital capabilities; demonstrating a unique blend of operational excellence, technical proficiency from Customer Operations, creativity with strategic thinking, and drive cross-functional and internal collaboration, for seamless product launches.


MAJOR DUTIES AND RESPONSIBILITIES
Proactively identify areas of opportunity through in-depth analysis to recommend and drive 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 Spectrum Mobile customer experience is convenient and easy to use by our customers.

Support the integration of new products and services, regulatory requirements, tools, and technologies into existing operations.

Develop business cases for enhancements and new features/products.

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 (IT, Product, Billing, Customer Operations/Call centers, Design teams, 3rd Party suppliers, etc.) to properly interpret and deliver to the 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
  • Oversee and provide thorough feedback on requirements and test plans for assigned projects while cross-referencing impacted channels and groups
  • Partner with internal and external stakeholders, including vendor relationships
  • Thrive in a team environment and collaborate well with team members to accomplish unified goal
  • 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
  • Knowledge of UI/UX
  • Knowledge of IVR and IVA
  • 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, PowerPoint, etc.)

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


Related Work Experience
5 + Years - Business analysis experience
5 + Years - Telecommunications and/or experience with technology/software products
2 + Years - Product management experience

WORKING CONDITIONS:
Office environment
Travel as required
Must be willing to work flexible work schedules including occasional evenings, weekends and holidays.


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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