Digital Service & CX Analyst

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. This role will work closely with vendors, internal teams, and business partners to document caller experiences and identify opportunities for the Interactive Voice Response (IVR) to drive customer satisfaction improvement. This person will design, conduct and report on a variety of caller experience testing initiatives, conduct system changes, perform analysis and reporting, and assist with all Charter system operations.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience for the IVR
Create detailed and descriptive business requirement documentation
Perform analysis, trending and communication of key performance indicators and business initiatives
Make recommendations based on data for process improvement and strategic business decision making
Compile Executive level reporting and presentations as required
Continuously iterate and improve Charter’s IVR, based on extensive analysis of IVR call flows, exit points, utilization, speech performance, and call listening.
Build effective relationships with the Customer Care, Telephony, IT, and Business Operation teams.
Provide regular and ad-hoc reporting and analysis of IVR system performance, user behavior, and self-service transaction success rates.
Proactively identify customer experience trends and propose solutions
Perform other duties as assigned

REQUIRED QUALIFICATIONS
Required 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

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

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

WORKING CONDITIONS
Office environment