Job Description

JOB SUMMARY:
The Digital Service & Customer Experience 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 development and implementation of customer-facing service notifications and communication preferences for 29 million customers. The analyst will establish requirements, work on process design and system changes as well as customer communication content and delivery. This position is also responsible for evaluating communication performance through testing, tracking and measurement analysis to provide recommendations for optimizing the channel. Finally, the role will also assist in the evaluation of emerging technologies that contribute to Charters vision to drive a best-in-class digital self-service experience.

The ideal candidate will have a track record in communication management and development; experience in data driven product management, customer experience and/or digital capabilities; demonstrating a unique blend of operational excellence, technical proficiency, and creativity & strategic thinking.

MAJOR DUTIES AND RESPONSIBILITIES:
Actively and consistently support all efforts to simplify and enhance the customer experience

Assist in the creation of digital channel development, scoping all phases of the product development lifecycle. Assist in creating communication tactics that articulate the product vision.

Educate and socialize the Digital Service & CX strategy to internal and external partners.

Contribute to developing and implementing a company wide go to market plan working with all departments to execute.

Ensure alignment and coordination of messaging with internal strategy.

Support the integration of new products and services, regulatory requirements, tools, technologies and markets into existing operations.

Leverage project management skills to set and achieve deadlines for multiple complex projects simultaneously. Maintain accuracy in deliverables efficiently.

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, 3rd Party suppliers, etc.) to properly interpret and deliver to the functional specifications. Ensure alignment between the business operational strategies and technical solutions

Support digital service communication programs, specializing in ad hoc communications; Spectrum Mobile and other communications as needed. Research and resolve escalated customer issues related to communications. Implement new customer experience process improvements based on solutions.

Provide reporting, analysis and recommendations for enhanced or new communications to support customer journeys.

Leverage data to deeply understand and recommend enhancements to ensure the customer experience with Charters 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
Bachelors degree in Business Administration or related field or equivalent experience

Related Work Experience
3 Years - Business Operations Analysis experience
3 Years - Project management experience
3 Years - Telecommunications and/or experience with technology/software products

WORKING CONDITIONS:
Office environment

For more information on Spectrums benefits, please click here.