Customer Experience Analyst

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 touch point. 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.

How You’ll Make an Impact

• 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.

What You’ll Bring to Spectrum

Required Qualifications

Education

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

Experience

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

Skills

• 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

Preferred Qualifications

Experience

• 3+ years project management experience