Digital Service & CX Analyst

Are you a problem solver with a passion for enhancing digital customer experiences? Do you thrive in a fast-paced, collaborative environment where innovation and efficiency drive success? The Chat Messaging Customer Experience Product Team is looking for a self-motivated, tech-savvy professional who can analyze challenges, communicate effectively, and help optimize our chat platform to improve customer interactions. If you're eager to make an impact in digital servicing and automation, this could be the perfect fit for you!

At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Chat Messaging Customer Experience Product Team plays a key role in transforming digital interactions by optimizing self-service and live chat experiences. We leverage an AI-powered chatbot and seamless digital solutions to enhance customer support, reduce friction, and drive efficiency. Our work ensures that customers receive the best possible service, whether through automation or direct human assistance, reinforcing Spectrum's commitment to innovation and exceptional customer experiences.

BE PART OF THE CONNECTION

As a Digital Service & CX Analyst on the Chat Messaging Product team, you'll support customer experience requirements, chat flow design, system enhancements, testing, analysis, and reporting for our mobile and cable customers. Additionally, you'll collaborate to identify and evaluate emerging chat and messaging technologies that support Charter's vision to deliver best-in-class digital self-service experiences.

WHAT OUR DIGITAL SERVICES AND CX ANALYSTS ENJOY MOST

• Creating and refining customer-centric requirements to enhance the digital chat experience for mobile and cable customers
• Collaborating cross-functionally with internal teams and external vendors to implement innovative chat features and improvements
• Leveraging analytics and customer insights to identify opportunities for enhancing customer satisfaction and operational efficiency
• Participating in testing, validation, and quality assurance processes to ensure seamless delivery of new chat features and updates
• Acting as a key liaison between business stakeholders, technical teams, and partners to ensure alignment and clear communication of project goals

On a given day, you'll work in a dynamic, collaborative environment, managing requirements for chat messaging projects and contributing to the continuous improvement of Spectrum's digital customer interactions. You'll thrive in this role if you enjoy combining independent analytical work with collaborative problem-solving to drive tangible enhancements to customer experience.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Business Operations Analysis experience: 3 years or more; Telecommunications and/or experience with technology/software products: 3 years or more
• Education: Bachelor's degree in Business Administration or related field or equivalent experience
• Technical skills: Personal computer and software applications (i.e. Word, Excel, Visio, etc.)
• Skills: Analyze and synthesize complex data
• Abilities: Quickly identify business problems & opportunities; communicate effectively orally and in writing; define key performance indicators/metrics; manage multiple projects simultaneously; document, prepare, and present data-driven presentations; make decisions and solve problems while working under pressure; partner with internal and external stakeholders, including vendor relationships

Preferred Qualifications

• Experience: Project management; telecommunications or digital customer support; AI-driven chat optimization and automation
• Skills: Understanding of APIs, web services, and conversational AI

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed

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