Senior Customer Experience Analyst

Join to apply for the Senior Customer Experience Analyst role at Spectrum

This range is provided by Spectrum. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$85,080.00/yr - $/yr

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

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 our millions of 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.

BE PART OF THE CONNECTION

As the Senior CX Analyst you are responsible for extracting, synthesizing, and transforming complex data into insights that drive improvements in Spectrum’s customer experience. In this role you will analyze multiple data sources, build and optimize Redshift SQL queries, assess customer sentiment, and translate findings into actionable recommendations. You will also create visual data stories through charts, dashboard and slides - that clearly communicate insights and recommendations to partners across the business.

How

You’ll Make An Impact Data Analysis and Insights Development

• Cross industry experience running SQL queries to extract and analyze customer data.
• Synthesize data from multiple sources (surveys, operational data, digital interactions, etc.) to uncover trends and pain points.
• Lead deep-dive analyses to inform CX programs, product enhancements, and service improvements.
• Translate analytical findings into actionable recommendations.

Customer Experience Strategy and Storytelling

• Use best practices learned across industries to partner with stakeholders to influence decisions with data-driven insights.
• Turn data into visual stories using Power Points charts, dashboards and presentations that make insights clear and actionable.

You’ll continually expand your knowledge and develop skills while growing your career with Spectrum.

Required Qualifications

What You’ll Bring to Spectrum Experience

• Business analysis experience: 5 years or more.
• Telecommunications and/or experience with technology/software products: 5 years or more.

Education

• Bachelor’s degree in Business Administration or related field or equivalent experience.

Skills

• Knowledge of process and project management.
• Dashboards and reporting tools i.e., Redshift, Tableau, Micro Strategy, Power BI, or Excel.

Abilities

• Oversee and approve requirements and test plans for assigned projects.
• Show judgement and initiative to accomplish job duties; effective analytical approach to problem solving and presenting recommendations.
• Understand and interpret expressed and implied needs of the customer.
• Effective written and verbal communication skills.

Preferred Qualifications Experience

• Product management.
• Market research experience in sample and survey design.

Here, our employees don’t just have jobs, they’re building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Grow

Your Career Here

We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Telecommunications

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