Manager, Digital Service & Customer Experience - Change of Service Journey
Posted on: February 24, 2021
The Digital Service & CX organization at Charter is evolving the
holistic customer experience across all customer touch points and
driving digital self-service capabilities.
The Digital Service & CX Manager for Change of Service journeys is
responsible for creating and driving the adoption of
industry-leading experiences around Change of Service, including
equipment upgrades and swaps, service upgrades and downgrades,
one-time and seasonal purchases, and offboarding when relationship
with Spectrum ends.
This role, that will impact millions of Charter customers, requires
a unique blend of strategic thinking, creativity, technical
proficiency and operational excellence. The ideal candidate will
have a proven track record in product management, customer
experience and digital self-service.
MAJOR DUTIES AND RESPONSIBILITIES
Lead the Change of Service customer experience across all channels
(Portal, Mobile App,IVR, Bot, Digital Communications) via
requirements gathering, process design, system changes, testing,
analysis and reporting.
Evolve the Change of Service experience from a reactive to a
predictive model, by closely working with cross organizational
stakeholders, leveraging data analytics, and evaluating emerging
Develop customer journey maps to articulate pain points and
improvements paths. Drive design teams to deliver
wireframes/prototypes, and designs that articulate the experience
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.
Define success metrics for new projects and track daily performance
for existing products to ensure the team is moving towards defined
Assist with the integration of new products and services,
regulatory requirements, tools, and technologies into existing
Research, troubleshoot, diagnose, and recommend solutions to
complex business and technical problems.
Manage a small team to specific objectives and performance
Day to day lead on larger capital and operational projects.
Manage vendor relationships.
Skills/Abilities and Knowledge
- Ability to read, write, speak and understand English
- Command of software development lifecycle and processes
- Passion for the quickly-evolving digital media environment
- Extensive knowledge of emerging digital trends and
- Project management skills
- Ability to manage multiple projects while coordinating efforts
across a variety of functional areas
- Technically savvy; understands software/web/app
- Exceptional written communications skills
- Exceptional verbal communications skills
- Strong analytical approach to presenting recommendations and
- Independent thinker
- Customer focused
BA/BS required or equivalent experience
Related Work Experience
3 + Years - Experience in digital self-service/product
1 + Year - Experience working for companies with technology or
For more information on Spectrum's benefits, please click .
Keywords: SPECTRUM, Stamford , Manager, Digital Service & Customer Experience - Change of Service Journey, Executive , Stamford, Connecticut
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