Associate Analyst Digital Service & CX

Company Description

Job Description

JOB SUMMARY
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 digital self-service. The Digital Service & CX Specialist is an experience designer who will participate in creating and driving the adoption of industry-leading experiences covering key customer touch points while enjoying all Spectrum products and services including internet, cable, phone, and mobile. The role will particularly focus on the billing customer journey, including enrollment in paperless billing and autopay, streamlining the bill presentment, reducing calls to agents by providing contextual information about one-time and recurring charges. The experience designer is responsible for supporting customer experience requirements, process design, system changes, testing, analysis and reporting. Additionally, the designer will participate in evaluating emerging technologies that contribute to Charter’s vision to drive best in class digital self-service.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Leverage data to deeply understand and recommend enhancements to ensure the customer experience with Charter’s implementation is industry-leading.
Support the integration of new products and services, regulatory requirements, tools, and technologies into existing operations.
Educates and socializes the Digital Service & CX strategy to internal and external partners.
Support the definition of requirements and test plans.
Perform other duties as required.

REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability analyze and synthesize data
Ability to understand and projects
Ability to use personal computer & software applications (i.e. Word, Excel, Visio, etc.)
Ability to thrive in a team environment and works well with others, as well as independently to complete task
Ability to prioritize and organize effectively
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to show judgment and initiative and to accomplish job duties
Passion for customer centric solutions to deliver best in class customer experience
Document, prepare and present processes and procedures
Partner with internal and external stakeholders

Required Education
Bachelor’s degree in Business Administration or related field or equivalent experience

Required Related Work Experience and Number of Years
Business analysis experience -2
Telecommunications and/or experience with technology/software products - 2
Product management experience - 1

WORKING CONDITIONS
Office environment
Travel as required
Must be willing to work flexible work schedules including evenings, weekends and holidays