Customer Experience Analyst

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

Looking to shape the future of digital customer engagement? Join Spectrum’s Digital Service and Customer Experience team, where you’ll champion innovative solutions and deliver seamless self‑service across every touchpoint. As a Digital Service and Customer Experience Analyst, you’ll play a key role in shaping process design, system changes and technology adoption to ensure Spectrum delivers industry‑leading customer satisfaction.

This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.

• Analyze customer experience data and feedback to identify trends, issues, and opportunities for improvement.
• Assist with business process analysis, requirements gathering, and workflow documentation for CX-related initiatives.
• Evaluate customer feedback, verbatims, and scores to identify themes and actionable insights.
• Recommend improvements that support strategic, data‑driven decision‑making and improved customer outcomes.
• Create customer journey maps, channel flows, and other experience documentation to support project and design efforts.
• Facilitate collaboration across teams to align on customer experience priorities and future‑state solutions.
• Build and maintain effective working relationships with stakeholders and business partners.
• Monitor CX performance metrics and support continuous improvement efforts across customer touchpoints.

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

• 3+ years business operations analysis experience
• 3+ years telecommunications or technology/software product experience

• Passion for customer‑centric solutions and delivering exceptional customer experiences
• Ability to apply business objectives to functional areas
• Strong written and verbal communication skills
• Skill in analyzing and synthesizing complex data
• Rapid identification of business problems and opportunities
• Capacity to define key performance indicators and metrics
• Proficiency in preparing and presenting data‑driven presentations
• Decision‑making and problem‑solving skills under pressure
• Effective prioritization and management of multiple projects
• Initiative and sound judgment in accomplishing duties
• Proficient use of personal computer and software applications such as Word, Excel, Visio
• Ability to partner with internal and external stakeholders including vendors
• Knowledge of process and project management

• 3+ years project management experience

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

Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.