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Digital Analyst
Entertainment & Media Industry Company
Stamford, CT, United States
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JOB SUMMARY
The Interactive Care organization at Charter is leading the charge in evolving digital self-service capabilities across platforms (Browser, Mobile App, SMS, Facebook, etc.) from research and development, delivery, and in-market/post-launch analysis.
This role is responsible for supporting the digital messaging strategy (Live Chat, IVA, Email, SMS, and Artificial Intelligence) across platforms (Browser, Mobile App, SMS, Facebook, etc.). This role requires a unique blend of operational excellence, technical proficiency, and strategic thinking. The ideal candidate will have experience in data driven product management, customer experience and/or digital.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support 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, technologies and markets into existing operations
Support the day-to-day projects related to digital messaging communications, including:
• Development and monitoring of Digital Messaging Dashboard
• Analyze and understand production and test data to propose recommendations
• Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems based on data
• Provide regular and ad-hoc reporting and analysis of digital messaging performance, user behavior, and self-support transaction success rates
• Proactively identify customer experience trends and propose solution.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Strong analytical skills with ability to work through complex concepts/data and present well thought-out, simple solutions
Digital product background with the ability to concurrently manage multiple priorities
Laser focused on building simple and intuitive customer experiences
Effortlessly collaborative with strong intellectual curiosity and creative problem solving
Willingness to try new things and challenge the status quo
Knowledge of emerging digital trends and technologies
Ability to read, write, speak and understand English
Education
Bachelor's degree in business or related field, or equivalent experience
Related Work Experience Number of Years’ Experience Working for companies with technology or software products 2+
Experience in project management 2+
WORKING CONDITIONS
Office environment
Travel as required
Must be willing to work flexible work schedules including evenings, weekends and holidays.