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Senior CX Analyst

Company: Spectrum
Location: Stamford
Posted on: September 23, 2022

Job Description:

JOB SUMMARY
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 digital self-service.

The Senior CX Designer 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 status.

The Senior CX 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 operations.

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 technologies.

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 (Field Operations, Agent Tools, SSPP) 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 industry-leading.

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.

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 industry-leading.

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 QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
Ability to handle complex and ad hoc requests
Ability to manage multiple cross-functional projects at one time
Ability to oversee and approve requirements and test plans for assigned projects
Ability to partner with internal and external stakeholders, including vendor relationships
Ability to work well with others and in a group environment
Ability to think independently
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to make decisions and solve problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative to accomplish job duties
Effective analytical approach to problem solving and presenting recommendations
Understand/interpret the expressed and implied needs of the customer
Knowledge of process and project management
Passion for customer centric solutions to deliver best in class customer experience

Required Education
Bachelor's degree in Business Administration or related field or equivalent experience

Required Related Work Experience and Number of Years
Business analysis experience -5+
Telecommunications and/or experience with technology/software products - 5+
Product management or equivalent experience - 2+

PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Ability analyze and synthesize data
Ability to thrive in a team environment and works well with others, as well as independently to complete task
Document, prepare and present processes and procedures

WORKING CONDITIONS
Office environment
Travel as required CSU340 321715 321715BR

Keywords: Spectrum, Stamford , Senior CX Analyst, Professions , Stamford, Connecticut

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