Mobile Customer Experience Roadmap Analyst
Compensation: $77,255.00 - $127,920.00 /year *
Employment Type: Full-Time
Industry: Advertising/Marketing/Public Relations
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Charter Communications is America s fastest growing TV, internet and voice company. We re committed to integrating the highest quality service with superior entertainment and communications products. Charter is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Charter s business strategy and it s the philosophy that guides our 90,000 employees.
Embrace the Spectrum Mobile Simplicity and Leadership Principles to actively and consistently support all efforts to scale the business by focusing on simplicity and speed. Responsible for analyzing new product enhancement requests and approved roadmap items to assure that they are customer-centric. Provide a complete analysis of the customer and employee impacts of developing and implementing a new product enhancement or defect fix. Drive the mobile customer experience by shaping and promoting a multi-channel approach. Meet evolving customer needs and business opportunities to deliver an industry leading customer experience. Act as liaison between the Mobile Operations & Customer Experience Team and cross-functional teams involved or impacted. Join a fast growth and highly visible team focused on building and optimizing.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Evaluate business rules, policies, and processes to identify opportunities for product improvement and improved customer experience across the LBGUPS framework touchpoints (Learn, Buy, Get, Use, Pay, and Support)
Model and forecast operational trends based on historical data sets and planned product changes or feature launches to drive down the return, churn, and contact rates
Support product and feature launches with data analysis and executive level presentations that reflect the customer s experience and usage of the new product feature
Map and update the customer journeys end-to-end across sales channels and touchpoints from a customer perspective for new product enhancements and launches
Measure and improve the customer experience through surveys, analysis, and feedback.
Apply lessons learned from marketplace benchmarking to new projects to ensure continuous operational improvement in developing, implementing, and launching new products
Skills /Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to analyze and interpret data
Ability to define key performance indicators / metrics
Ability to document, prepare, and present data-driven presentations
Ability to manage multiple projects at one time
Ability to prioritize and organize effectively
Ability to use personal computer & software applications (i.e. Word, Excel, PowerPoint, Visio, etc.)
Ability to quickly become subject matter expert on multiple databases and reporting tools
Strong analytical and problem solving skills
Expertise in Excel and PowerPoint to create executive level content
Bachelor s degree in Business or related field or equivalent experience
Related Work Experience / Number of Years
Customer Experience or related experience 2
Experience with mobile telecommunications (preferred), cable TV, and/or internet products and services or other related industry experience
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with direct management and company personnel
Ability to make decisions and solve problems while working under pressure
Ability to show judgment and initiative and to accomplish job duties
Cross-functional working skills
Proven ability to create journey maps, VOC measurements, and basic business cases
Some travel may be required
Associated topics: administrative, administrative and operational assist, assist, executive assistant, intern, operational support, operator, shift, support, usher
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.
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