Customer Experience Designer
Posted on: June 23, 2022
The Digital Service & Customer Experience organization at Charter
is responsible for defining a holistic service experience for 31
million Spectrum customers, across all touch points, especially
The Digital Service & CX Analyst is an experience designer who will
participate in creating and driving the adoption of
industry-leading experiences covering key customer touch points
while enjoying all Spectrum products and services including
internet, cable, phone, and mobile. These experiences include
digital customer onboarding, mobile app adoption, self-installation
and customization of services.
The experience designer is responsible for supporting customer
experience requirements, process design, system changes, testing,
analysis and reporting. Additionally, the designer will participate
in evaluating 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.
Educate and socialize the Digital Service & CX strategy to internal
and external partners.
Support the integration of new products and services, regulatory
requirements, tools, technologies and markets into existing
Ensure complete analysis and understanding of interdependencies,
business risks, risk mitigators that could impact or be impacted by
the delivery of new products, services, processes and/or support
Ensure all defined business rules/policies are documented,
implemented as designed. Ensure process enablers are working as
designed (automated as well as manual). Ensure available technology
is leveraged to the fullest extent. Redesign business process where
applicable to leverage available or new technologies.
Function as the liaison between the business unit and the other
supporting functional organizations (IT, OSS, Billing, 3rd Party
suppliers, etc.) to properly interpret and deliver to the
functional specifications. Ensure alignment between the business
operational strategies and technical solutions.
Leverage data to deeply understand and recommend enhancements to
ensure the customer experience with Charter's implementation is
Responsible for independently completing recurring processes.
Utilizes understanding of both business process and technical
capabilities to implement solutions.
Manage day to day efforts on small to mid-size projects.
Contribute to requirements and test plans for larger projects.
Perform other duties as required.
Bachelor's degree in Business Administration or related field or
Required Related Work Experience and Number of Years
3 years of experience Business Operations Analysis
3 years of experience Project management
3 years of experience Telecommunications and/or experience with
Preferred Skills/Abilities and Knowledge
Passion for customer centric solutions to deliver best in class
Understand the application of business objectives to functional
Ability to read, write, speak and understand English
Analyze and synthesize complex data
Ability to quickly identify business problems/opportunities
Ability to communicate orally and in writing in a clear and
Ability to define key performance indicators / metrics
Ability to document, prepare and present data-driven
Ability to make decisions and solve problems while working under
Ability to manage multiple projects at one time
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job
Ability to use personal computer & software applications (i.e.
Word, Excel, Visio, etc.)
Partner with internal and external stakeholders, including vendor
Knowledge of process and project management
Knowledge of general accounting and billing procedures
CSU310 307906 307906BR
Keywords: SPECTRUM, Stamford , Customer Experience Designer, Other , Stamford, Connecticut
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