VP, Customer Experience

Do you have a passion for transforming customer interactions into meaningful business results? At Spectrum, the VP, Customer Experience is responsible for creating research plans, developing and driving insights, and building action plans to enhance the customer experience. Success will be measured by improvements in the Spectrum Net Promoter Score that translates into higher business growth, lower subscriber churn and market recognition for superior service. This role must work collaboratively across all functions as the primary advocate for the customer, and to help innovate in all areas by providing data and insights into new products and features.

How You'll Make an Impact

• Responsible for designing and developing key research insights to drive initiatives to improve customer experience
• Research, collect, analyze, data and insights to measure customer satisfaction and experience metrics, by directing the customer research team internally and by commissioning and sourcing external research
• Identify priority areas of opportunity and translate into actionable strategies
• Serve as the Net Promoter Score/Customer Experience subject matter expert
• Build and maintain strong relationships to collaborate across different groups to execute on the delivery of data insights strategies
• Provide the customer perspective through appropriate research and insights in support of new business initiatives

What You'll Bring to Spectrum

Required Qualifications

• Education
  • Bachelor's degree or equivalent experience
• Experience
  • 10+ years of team management and development
  • 7+ years of experience in designing or developing customer experience
    7+ years of experience leading digital product management or customer service
• Skills
  • Demonstrated communication, leadership and presentation skills. This is a very high visibility role with repeated presence in front of the CEO and Executive leadership requiring maturity, experience and skill
  • Outstanding facilitation, brainstorming and collaboration skills
  • Acute ability to assess and understand the data to "tell the story"
  • Ability to manage multiple projects while coordinating efforts across a variety of functional areas
  • Net Promoter Score program experience of a successful Customer Experience program
  • Ability to think strategically and translate strategies into implementation plans that drive results
  • Ability to influence internal and external key stakeholders and build consensus
  • Ability to provide leadership and direction to cross-functional and virtual teams
  • Ability to communicate with all levels of management and company personnel
  • Ability to make decisions and solve problems while working under pressure
  • Ability to drive results within a matrixed organization
    

Preferred Qualifications

• Education
  • Master's degree preferred

Working Conditions

• Office environment
• Travel as required

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