Manager, CX Strategy & Insights

Innovator. Entrepreneur. Able to see the big picture while working on the small details, manage multiple projects, and act as a subject matter expert. Did we just describe you? If so, consider joining the Digital Service & Customer Experience team at Spectrum.

At Spectrum, we keep more our customers connected across a 41-state footprint. Our Digital Service & CX team is at the front line of customer interaction. We define the holistic service experience across all touch points, especially digital self-service. Our dedication to a superior customer experience helps ensure we deliver the exceptional products and services Spectrum is known for.

As a Manager in Digital Service & CX, you will be responsible for driving the strategy, implementation, and management of the company's customer feedback programs. This role is responsible for gathering, analyzing, and interpreting direct and indirect customer feedback to identify trends, pain points, and opportunities for improvement across the entire customer journey. The goal is to drive a customer-centric culture by ensuring insights are actionable and used to improve product, service, and brand experiences.

HOW YOU'LL MAKE AN IMPACT

• VoC Program Management: Design and manage the end-to-end VoC strategy, including surveys (NPS), behaviorial data etc. capture structured and unstructured data
• Data Analysis & Insights: Analyze feedback data to identify actionable insights, pain points, and trends; translate these findings into compelling reports and recommendations for senior leadership
• Cross-Functional Collaboration: Partner with Product, Marketing, Sales, and Support teams to align customer insights with business goals and to drive operational improvements
• Customer Advocacy: Act as the champion for the customer perspective within the organization, fostering a customer-centric culture
• Technology Management: Administer and optimize customer feedback platforms (e.g., Qualtrics, Medalia) to maximize data collection and analysis efficiency
• KPI Monitoring: Track and report on key performance indicators related to customer loyalty and satisfaction, linking them to business outcomes

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience:
  • Digital self-service/product development or equivalent customer experience design and implementation: 5 years or more
  • Working for companies with technology or software products: 1 year or more
  • Prior leadership experience: 3 years or more
• Education:
  • Bachelor's degree (BA/BS) or equivalent experience
• Skills:
  • In-depth understanding of software, web, and application technologies
  • In-depth knowledge of software development lifecycle and processes
  • Project management
  • Effective written and verbal communication skills
• Abilities:
  • Understanding of the digital media environment
  • Extensive knowledge of emerging digital trends and technologies

Preferred Qualifications

• Skills:
  • SQL

This position is eligible for our Hybrid Work Policy. Eligible employees can work from homeup to one day each week.