Voice of the Customer, CX Strategy & Insights 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 millions of 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 an Analyst in Digital Service & CX, you are responsible for extracting, synthesizing, and transforming complex data into insights that drive improvements in Spectrum's customer experience. In this role you will build and optimize Redshift SQL queries, assess customer sentiment, and translate findings into actionable recommendations. You will also create visual data stories through charts, dashboard and slides - that clearly communicate insights and recommendations to partners across the business

HOW YOU'LL MAKE AN IMPACT

• Administer and optimize customer feedback platforms (e.g., Qualtrics, Medalia) to maximize data collection and analysis efficiency
• Track and report on key performance indicators related to customer loyalty and satisfaction, linking them to business outcomes (surveys, operational data, digital interactions, etc.) to uncover trends and pain points
• 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
• Leverage data to deeply understand and recommend enhancements to ensure the customer experience with Spectrum is industry-leading
• Turn data into visual stories using PowerPoints charts, dashboards and presentations that make insights clear and actionable

You'll continually expand your knowledge and develop skills while growing your career with Spectrum.If you have a passion for developing customer centric solutions, this may be the role for you.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience:
  
  • Business Operations Analysis experience - 3+ Years
  • Telecommunications and/or experience with technology/software products - 3+ Years
• Education:
  
  • Bachelor's degree in Business Administration or related field or equivalent experience
• Skills:
  
  • Analyze and synthesize complex data including using dashboards and reporting tools i.e., Qualtrics, Medallia, Redshift, Tableau, MicroStrategy, Power BI, or Excel
  • Running SQL queries to extract and analyze customer data
  • Effective written and verbal communication skills
• Abilities:
  
  • Define key performance indicators
  • Document, prepare, present data-driven presentations
  • Quickly identify business problems/opportunitie
  • Show judgement and initiative to accomplish job duties
  • Effective analytical approach to problem solving and presenting recommendations
  • Understand and interpret expressed and implied needs of the customer
  • Manage multiple projects, prioritize, and organize effectively

This position is eligible for our Hybrid Work Policy. Eligible employees can work from homeup to one day each week.