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Digital Service & CX Analyst
Spectrum
Maryland Heights, MO, United States
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JOB SUMMARY:
The Digital Service & Customer Experience (CX) organization at Charter is evolving the holistic customer experience across all customer touch points and driving digital self-service capabilities.
Our department is seeking an experienced Customer Experience (CX) practitioner to democratize CX thought-leadership and develop services that help our internal clients design, implement and deliver value from their CX programs. The ideal candidate has a passion for CX and can succeed in a fast paced environment with minimal direction.
MAJOR DUTIES AND RESPONSIBILITIES
• Design and develop content that helps our internal customers design, implement and deliver value from their CX programs
• Understand current and upcoming trends in the Customer Experience industry and share broadly throughout Charter
• Connect and collaborate with key customers to deeply understand the challenges they face
• Create and maintain business dashboards and management scorecard to reflect trending of key metrics for multiple lines of business
• Develop key benchmarks and measures of success for customer experience
• Strong documentation, presentation and reporting skills with the ability to navigate between the whole research process and granular information to identify root causes and present possible solutions
• Ability to work in virtual teams and a matrixed organization
• Ability to work in fast-paced environment and readily adapt to changing business conditions and requests
• Provide recommendations on proper survey design and research methodology across multiple channels
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
• Strong writing and presentation skills
• Exemplary interpersonal skills; can work with senior leaders and remain poised in unfamiliar situations
• Track record of success leading cross-functional projects with multiple senior stakeholders
• Outstanding organization skills and attention to detail so you can handle multiple high-priority work-streams in dynamic company
• Must be proficient in basic statistics including descriptive statistics, correlation and regression, as well as statistical packages (R, SPSS, SAS, Stata, JMP)
• Experience with MicroStrategy or Tableau strongly preferred
• Experience with SQL is a plus
• Familiarity with survey design and data reporting platforms are preferred (e.g. Qualtrics, Maritz CX, ForeSee, Medallia)
Education
Bachelor’s 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-Customer insights or customer experience work
WORKING CONDITIONS:
Office environment