Customer Experience Specialist
Posted on: September 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 Specialist 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 using
and troubleshooting products and services, managing appointments,
and proactively informing customers about outages and equipment
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.
Leverage data to deeply understand and recommend enhancements to
ensure the customer experience with Charter's implementation is
Support the integration of new products and services, regulatory
requirements, tools, and technologies into existing operations.
Educates and socializes the Digital Service & CX strategy to
internal and external partners.
Support the definition of requirements and test plans.
Perform other duties as required.
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability analyze and synthesize data
Ability to understand and projects
Ability to use personal computer & software applications (i.e.
Word, Excel, Visio, etc.)
Ability to thrive in a team environment and works well with others,
as well as independently to complete task
Ability to prioritize and organize effectively
Ability to communicate orally and in writing in a clear and
Ability to show judgment and initiative and to accomplish job
Passion for customer centric solutions to deliver best in class
Document, prepare and present processes and procedures
Partner with internal and external stakeholders
Bachelor's degree in Business Administration or related field or
Required Related Work Experience and Number of Years
2+ years of Business analysis experience
2+ years of Telecommunications and/or experience with
1+ years of Product management experience
Travel as required
Must be willing to work flexible work schedules including evenings,
weekends and holidays CSU320 307919 307919BR
Keywords: Spectrum, Stamford , Customer Experience Specialist, Other , Stamford, Connecticut
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