Business Process Design & Improvement Sr Analyst (Account Management)

Cox is taking a new direction that will reimagine our customer experience - from how we communicate and how it feels to do business with us to the role we play in people's lives. The success of our approach depends on our ability to deliver differentiated customer experiences that provide measurable value throughout the customer's experience journey with Cox. The Business Process Design & Improvement Sr. Analyst (Account Management) will be pivotal in owning the end-to-end Cox customer experience for Account Management across various channels and functions. We seek a leader with experience in processes, policies, solutions, and support. This individual will influence the design and delivery of enhanced customer experiences by collaborating with leaders in strategy, solutions, and customer touchpoints across the organization. Key Responsibilities Represent Account Management throughout the experience strategy lifecycle, including research, customer experience design, feasibility, business case development, as-is and to-be requirements, financial and operating metrics, product launch, and process roadmaps. Focus on the human, organizational, and customer experience aspects of business practices, processes, and policies, driving their transformation. Identify, implement and support effectiveness measures for customer-facing channels, incorporating Customer Listening Engine and functional metrics reporting, surveys and other measurement and feedback solutions as appropriate. Provide continuous and visible leadership for current and future end-to-end (E2E) experience improvement efforts. Monitor performance trends, effectiveness, and stability to ensure the intended customer experience is delivered and resolve any defects. Assess the effectiveness of existing business processes and develop sustainable, repeatable, and quantifiable business process improvements. Drive continuous improvement by shaping the current state and future design of the enterprise's customer experience, including streamlining processes, eliminating redundancy, implementing customer-friendly policies and scoping capabilities. Leverage customer and employee feedback, along with qualitative and quantitative inputs, to identify opportunities and drive improvements. Define KPIs, policies, processes, capabilities, and engagement processes. Ensure compliance with government regulations, privacy, and security practices. Partner closely with channel and functional leaders (e.g., Digital, Contact Center, Field, Product) to ensure consistency of the intended experience across teams and identify opportunities for improvement. Support product and initiative launches. Work with Care Desktop Solutions and IT partners as needed to support development efforts of agent and customer support solutions, including system design, testing, documentation, and operational implementation Lead and / or support key strategic initiatives associated with process learning and improving customer experience. Minimum Qualifications : Bachelor's degree in a related discipline and 4 years experience in a related field. The right candidate could also have a different combination, such as a master's degree and 2 years experience; a Ph.D. and up to 1 year of experience; or 8 years experience in a related field 2 years or more of process experience Experience with Cox-internal platforms such as ICOMS, Solutions, Center, ICE, Agent Pay Tool, or working with Cox-specific instances of databases such as Oracle / SQL. Strong knowledge of MS Word, Excel and PowerPoint Process mapping experience Demonstrated problem-solving skills and the ability to identify root-cause issues. Excellent interpersonal, leadership, presentation, and collaborative skills to work effectively with teams throughout an organization. Preferred Qualifications : Experience with billing, payment and / or technical support tools su