Full TimeStamford, ConnecticutPosted 09/10/2021Areas of interest: Customer Operations, Operations Support, Research/AnalysisRequisition Number: 291312BRCSU340
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. The customer journeys covered by this role heavily concentrate on the enrollment into digital services and the activation of internet, video, and phone services.
The Senior Analyst is responsible for supporting the Enroll & Activate customer experience via requirements gathering, 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.
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 Field and/or Customer Operations, and creativity with strategic thinking.
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 Enroll & Activate 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, 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
Partner 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 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 CSU340 291312 291312BR
Our Commitment During COVID-19 Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines. Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 95,000 individuals working together to serve more than 31 million customers in 41 states. 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. Learn about our inclusive culture.