Customer Experience Analyst

Innovator. Entrepreneur. Able to see the big picture while working on the small details, manage multiple projects, and act as a subject matter expert. Did we just describe you? If so, consider joining the Digital Service & Customer Experience team at Spectrum.

At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Digital Service & CX team is at the front line of customer interaction. We define the holistic service experience across all touch points, especially digital self-service. Our dedication to a superior customer experience helps ensure we deliver the exceptional products and services Spectrum is known for.

BE PART OF THE CONNECTION

As a Customer Experience Analyst, you will support and identify process improvements, investigate workflow, build documentation and playbooks. Your work will include finding opportunities to use data and apply data analysis to build stand-alone and interactive reporting. You will be a customer experience advocate, collaborating across internal teams to tie our processes and data applications to concrete results. You will be responsible for consolidating feedback around customer experience, creating improvement plans based on testing teams' insights and managing data reporting to drive innovative solutions and team goals.

WHAT OUR CUSTOMER EXPERIENCE ANALYSTS ENJOY MOST

• Leveraging existing technologies and defining operational improvements to reduce friction, create process documentation and improve efficiency
• Conduct data analysis to identify trends and make recommendations
• Integrate data from multiple sources to develop reports and deliverables for management and stakeholders
• Create and maintain reports, training materials, process documentation and playbooks
• Work closely with our stakeholders to ensure customer communications are delivered without error
• Completing detailed research to capture, develop and document business process, as well as process improvements

On any given day, you'll use your analytical, organizational and project leadership skills. You will drive process improvements and define reporting. You'll be part of an innovative and collaborative team as you concentrate on detailed analysis to drive projects forward.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Business Operations Analysis experience: 3 years or more; Telecommunications and/or experience with technology/software products: 3 years or more
• Education: Bachelor's degree in Business Administration or related field or equivalent experience
• Technical skills: Personal computer and software applications (i.e. Word, Excel, Visio, Tableau, MicroStrategy, etc.)
• Skills: Analyze and synthesize complex data; develop and document business processes
• Abilities: Quickly identify business problems & opportunities; communicate effectively orally and in writing; define key performance indicators/metrics; manage multiple projects simultaneously; document, prepare, and present data-driven presentations for all levels of management; make decisions and solve problems while working under pressure; partner with internal and external stakeholders, including vendor relationships

Preferred Qualifications

• Experience: Project management experience; Business or Data Analytics

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed

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