Senior 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.

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.

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.

• 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.

• 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.

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

Experience:

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

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