Analyst, Software Portfolio
Posted on: January 25, 2023
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, Digital Portfolio Management role
is responsible for supporting customer experience requirements,
process design, system changes, testing, analysis and reporting.
The successful candidate will participate in designing and
implementing processes for extracting, transforming and loading
project data from a wide variety of data locations to a
centralized, standard data store for robust periodic and ad hoc
reporting. Additionally, they will evaluate emerging technologies
that contribute to Charter's vision to drive best in class digital
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and
enhance the customer experience.
Plan and manage delivery of a centralized solution to track roadmap
status across customer journey, channel and initiative/project.
Collaborate with delivery teams (CCT, SSPP, IVR, Chat, Messaging,
IT) and journey owners to identify sources of portfolio and roadmap
data and catalog available data.
Research and analyze portfolio and roadmap data to identify
required attributes, gaps in available data and needs for
Define and document transformation business rules and data
Define and document process requirements for extracting,
transforming and loading project data.
Plan and manage delivery of an online solution to report roadmap
status across time, customer journey, channel and
Elicit and document periodic and ad hoc reporting requirements.
Implement methods to report roadmap status via an online business
intelligence platform such as MicroStrategy.
Implement methods to capture roadmap data for new initiatives via
an online project tracking software such as Atlassian Jira and
Use roadmap reporting to identify risks and issues with delivery of
roadmap initiatives, suggest alternatives to remediate issues and
identify opportunities for delivery efficiency.
Generate and distribute periodic roadmap reports to leadership.
Act as the subject matter expert on roadmap reporting and execute
ad hoc reporting as requested.
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
Office environment CSUBR
Keywords: SPECTRUM, Stamford , Analyst, Software Portfolio, Professions , Stamford, Connecticut
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