Charter Communications
Manager, NPS Insights & Analytics
Charter Communications, Stamford, Connecticut, United States, 06925
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 more than 32 million customers connected across our 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 CONNECTIONResponsible for the development and implementation of the Charter Customer Experience program to identify opportunities, develop solutions and implement improvements that elevate the overall customer experience. This role will play a crucial part in assessing customer sentiment regarding their relationship and experiences with Spectrum, as well as benchmarking our performance against peers and competitors.WHAT OUR DIGITAL SERVICE & CX MANAGERS ENJOY MOSTManaging and developing our Voice of Customer (NPS) measurement program to enhance customer experience and loyaltyGenerating hypotheses and analyzing Voice of Customer data and other customer feedback to extract actionable insights and trendsRegularly reporting on Voice of Customer metrics and insights to relevant stakeholders, including senior managementCollaborating with cross-functional teams to translate Voice of Customer insights into actionable improvement initiativesDeveloping action plans and driving implementation of initiatives aimed at addressing identified pain points and enhancing customer experience and improving NPSDefining success metrics for new customer experience initiatives and track performance to ensure the team is moving towards defined goalsMonitoring and tracking progress on action plans, adjusting strategies as needed to ensure effectivenessStaying abreast of industry trends and best practices in Customer Experience managementProactively identifying opportunities for innovation and enhancement of the Customer Experience programLeading initiatives to drive a customer-centric culture throughout the organizationActively and consistently supporting all efforts to simplify and enhance the customer experienceIf you are an independent thinker, able to manage multiple projects while coordinating efforts across a variety of functional areas, and use an analytical approach to presenting recommendations and making decisions, this may be the role for you.
WHAT YOU'LL BRING TO SPECTRUMRequired QualificationsExperience:
Digital self-service/product development or equivalent customer experience design and implementation: 5 years or more; Working for companies with technology or software products: 1 year or more; Prior leadership experience: 3 years or moreEducation:
Bachelor's degree (BA/BS) or equivalent experienceSkills:
Strong understanding of Customer Experience measurement methodologies, tools, and best practices; excellent analytical skills with the ability to derive insights from customer feedback data; highly organized, with the ability to manage multiple projects and deadlines effectivelyAbilities:
Understanding of the digital media environment; extensive knowledge of emerging digital trends and technologies; effective written and verbal communication skillsWorking conditions:
Office environmentSPECTRUM CONNECTS YOU TO MOREDynamic Growth:
The growth of our industry and evolving technology powers our employees' careers as they move up or around the companyLearning Culture:
We invest in your learning, and provide paid training and coaching to help you succeedSupportive Teams:
Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeedTotal Rewards:
See all the ways we invest in you-at work and in lifeApply now, connect a friend to this opportunity or sign up for job alerts!
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.
#J-18808-Ljbffr
BE PART OF THE CONNECTIONResponsible for the development and implementation of the Charter Customer Experience program to identify opportunities, develop solutions and implement improvements that elevate the overall customer experience. This role will play a crucial part in assessing customer sentiment regarding their relationship and experiences with Spectrum, as well as benchmarking our performance against peers and competitors.WHAT OUR DIGITAL SERVICE & CX MANAGERS ENJOY MOSTManaging and developing our Voice of Customer (NPS) measurement program to enhance customer experience and loyaltyGenerating hypotheses and analyzing Voice of Customer data and other customer feedback to extract actionable insights and trendsRegularly reporting on Voice of Customer metrics and insights to relevant stakeholders, including senior managementCollaborating with cross-functional teams to translate Voice of Customer insights into actionable improvement initiativesDeveloping action plans and driving implementation of initiatives aimed at addressing identified pain points and enhancing customer experience and improving NPSDefining success metrics for new customer experience initiatives and track performance to ensure the team is moving towards defined goalsMonitoring and tracking progress on action plans, adjusting strategies as needed to ensure effectivenessStaying abreast of industry trends and best practices in Customer Experience managementProactively identifying opportunities for innovation and enhancement of the Customer Experience programLeading initiatives to drive a customer-centric culture throughout the organizationActively and consistently supporting all efforts to simplify and enhance the customer experienceIf you are an independent thinker, able to manage multiple projects while coordinating efforts across a variety of functional areas, and use an analytical approach to presenting recommendations and making decisions, this may be the role for you.
WHAT YOU'LL BRING TO SPECTRUMRequired QualificationsExperience:
Digital self-service/product development or equivalent customer experience design and implementation: 5 years or more; Working for companies with technology or software products: 1 year or more; Prior leadership experience: 3 years or moreEducation:
Bachelor's degree (BA/BS) or equivalent experienceSkills:
Strong understanding of Customer Experience measurement methodologies, tools, and best practices; excellent analytical skills with the ability to derive insights from customer feedback data; highly organized, with the ability to manage multiple projects and deadlines effectivelyAbilities:
Understanding of the digital media environment; extensive knowledge of emerging digital trends and technologies; effective written and verbal communication skillsWorking conditions:
Office environmentSPECTRUM CONNECTS YOU TO MOREDynamic Growth:
The growth of our industry and evolving technology powers our employees' careers as they move up or around the companyLearning Culture:
We invest in your learning, and provide paid training and coaching to help you succeedSupportive Teams:
Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeedTotal Rewards:
See all the ways we invest in you-at work and in lifeApply now, connect a friend to this opportunity or sign up for job alerts!
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.
#J-18808-Ljbffr