Lead Conversational Channel Customer Experience Designer
New technology enthusiast. Customer advocate who is passionate about creating great end-user experiences. Tech-savvy, collaborative, and innovative. Did we just describe you? If so, consider joining the Conversational Channels team at Spectrum.
At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our engineers utilize interactive voice response (IVR) and Chatbot to give customers the help they need without human intervention. Our CX and customer service innovation helps deliver the exceptional services and experiences Spectrum is known for.
BE PART OF THE CONNECTION
As a Lead Digital Service & CX Analyst, you’ll manage customer experience requirements, process design, system changes, testing, analysis, and reporting. Additionally, you’ll evaluate emerging technologies that contribute to Charter’s vision to drive best-in-class digital self-service.
WHAT OUR LEAD DIGITAL SERVICES AND CUSTOMER EXPERIENCE ANALYSTS ENJOY MOST
- Having a deep understanding of recommended technologies and self-service systems to ensure the customer experience is convenient and easy to use
- Leading the development of business cases for enhancements and new products and features
- Ensuring and overseeing the complete analysis and understanding of interdependencies and risks that could impact or be impacted by the delivery of new products and services
- Collaborating with product and business teams to inform intuitive and engaging customer experiences
- Designing conversational IVR flows, wireframes, and mockups for new and existing interactions
- Advocating for the customer through human-centered research methodologies
- Creating new guidelines, best practices, and building a stronger foundation of conversational design principles
On a given day you’ll work in a dynamic office environment leading and driving enhancements, new features, and channels to evolve the customer experience across all touch points. You’ll thrive in this position if you have an analytical approach to problem solving, think independently, and work collaboratively.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
- Experience: Business analysis: 7 years or more; Telecommunications and/or experience with technology/software products: 7 years or more
- Education: Bachelor’s degree in Business Administration or related field or equivalent experience
- Technical skills: Personal computer and software applications (i.e., Word, Excel, Visio, etc.)
- Abilities: Communicate effectively orally and in writing; manage multiple projects simultaneously; knowledge of process and project management; make decisions and solve problems while working under pressure; partner with internal and external stakeholders, including vendor relationships
- Work Environment: In-office, travel as required; must be willing to work flexible work schedules including evenings, weekends, and holidays
Preferred Qualifications
- Experience: Product management: 6 years or more
- Skills: Voiceflow
SPECTRUM CONNECTS YOU TO MORE
- Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company
- Learning Culture: We invest in your learning and provide paid training and coaching to help you succeed
- Supportive Teams: Be part of a strong community that gives you opportunities to network and grow and wants to see you succeed
- Total Rewards: See all the ways we invest in you—at work and in life
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Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value 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 is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 100,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more.
Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
