VP, Customer Experience
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
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Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
Do you have a passion for transforming customer interactions into meaningful business results? At Spectrum, the VP, Customer Experience is responsible for creating research plans, developing and driving insights, and building action plans to enhance the customer experience. Success will be measured by improvements in the Spectrum Net Promoter Score that translates into higher business growth, lower subscriber churn and market recognition for superior service. This role must work collaboratively across all functions as the primary advocate for the customer, and to help innovate in all areas by providing data and insights into new products and features.
How You’ll Make an Impact
- Responsible for designing and developing key research insights to drive initiatives to improve customer experience
- Research, collect, analyze, data and insights to measure customer satisfaction and experience metrics, by directing the customer research team internally and by commissioning and sourcing external research
- Identify priority areas of opportunity and translate into actionable strategies
- Serve as the Net Promoter Score/Customer Experience subject matter expert
- Build and maintain strong relationships to collaborate across different groups to execute on the delivery of data insights strategies
- Provide the customer perspective through appropriate research and insights in support of new business initiatives
What You’ll Bring to Spectrum
Required Qualifications
- Education
- Bachelor’s degree or equivalent experience
- Experience
- 10+ years of team management and development
- 7+ years of experience in designing or developing customer experience
7+ years of experience leading digital product management or customer service
- Skills
- Demonstrated communication, leadership and presentation skills. This is a very high visibility role with repeated presence in front of the CEO and Executive leadership requiring maturity, experience and skill
- Outstanding facilitation, brainstorming and collaboration skills
- Acute ability to assess and understand the data to “tell the story”
- Ability to manage multiple projects while coordinating efforts across a variety of functional areas
- Net Promoter Score program experience of a successful Customer Experience program
- Ability to think strategically and translate strategies into implementation plans that drive results
- Ability to influence internal and external key stakeholders and build consensus
- Ability to provide leadership and direction to cross-functional and virtual teams
- Ability to communicate with all levels of management and company personnel
- Ability to make decisions and solve problems while working under pressure
- Ability to drive results within a matrixed organization
Preferred Qualifications
- Education
- Master’s degree preferred
Working Conditions
- Office environment
- Travel as required
#LI-MB6
#LI-MB6
Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.
Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.
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