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Business Analyst
Spectrum
Charlotte, NC, United States
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Business Analyst-Customer Experience Design (Billing)
The Digital Service & Customer Experience organization at Charter is evolving the holistic customer experience across all customer touch points and driving digital self-service capabilities.
The Billing Experience & Customer Design role is responsible for supporting customer experience requirements, process design, system changes, testing, analysis and reporting for Charter’s billing initiatives. Additionally, they will evaluate emerging techlogies that contribute to Charter’s vision to drive best in class digital self-serivce billing solutions.
The ideal candidate will have experience in data driven product management, customer experience and/or digital capabilities; demonstrating a unique blend of operational excellence, technical proficiency, and creativity & strategic thinking.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the billing customer experience
Educate and socialize the Digital Service & CX strategy to internal and external partners
Support the integration of new products and services, regulatory requirements, tools, technologies and markets into existing operations
Ensure complete analysis of the billing customer experience and understanding of interdependencies, business risks, risk mitigators that could impact or be impacted by the delivery of new products, services, processes and/or support technologies
Ensure all defined business rules/policies are documented, implemented as designed. Ensure process enablers are working as designed (automated as well as manual). Ensure available technology is leveraged to the fullest extent. Redesign business process where applicable to leverage available or new technologies
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. Ensure alignment between the business operational strategies and technical solutions
Leverage data to deeply understand and recommend billing enhancements to ensure the customer experience with Charter’s implementation is industry-leading
Responsible for independently completing recurring processes
Utilizes understanding of both business process and technical capabilities to implement solutions
Manage day to day efforts on small to mid-size projects
Contribute to requirements and test plans for larger projects
Perform other duties as required
PREFERRED QUALIFICATIONS
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
Education
Bachelor’s degree in Business Administration or related field or equivalent experience
Related Work Experience Number of Years
Business Operations Analysis experience 3
Project management experience 3
Telecommunications and/or experience with technology/software products 3