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Digital Service & CX Analyst

Location: Stamford
Posted on: November 25, 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 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 (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 PREFERRED QUALIFICATIONS 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 Education 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 WORKING CONDITIONS: Office environment EOE Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability CSU310 324617 324617BR

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

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