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Digital Service & CX Analyst

Location: Stamford
Posted on: November 24, 2022

Job Description:

The Digital Service & Customer Experience (CX) organization at Charter is evolving the holistic customer experience across all customer touch points and driving digital self-service capabilities.

The role is responsible for supporting customer experience requirements, process design, system changes, testing, analysis and reporting. Additionally, they will evaluate emerging techlogies that contribute to Charter's vision to drive best in class digital self-serivce

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 (IT, OSS, Billing, 3 rd 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 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

Skills/Abilities and Knowledge
Passion for customer centric solutions to deliver best in class customer experience
Understand the application of business objectives to functional area
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 straightforward manner
Ability to define key performance indicators / metrics
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects at one time
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
Partner with internal and external stakeholders, including vendor relationships
Knowledge of process and project management
Knowledge of general accounting and billing procedures

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

Related Work Experience
3+ years of Business Operations Analysis experience
3+ years of Project management experience
3+ years of Telecommunications and/or experience with technology/software products

Office environment

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability CSUBR

Keywords: SPECTRUM, Stamford , Digital Service & CX Analyst, Professions , Stamford, Connecticut

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