What are the responsibilities and job description for the Digital Service & CX Analyst position at SPECTRUM?
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 CONNECTION
As a Digital Service & CX Analyst – Experience Designer, you’ll leverage your knowledge of experience design to ensure projects, products, and processes are customer-centric and data-driven. You’ll gather insights into customer needs, behaviors, and pain points through to inform design decisions, and work across the organization to ensure cross-functional teams understand our customers’ expectations.
WHAT OUR DIGITAL SERVICE & CX ANALYSTS ENJOY MOST
- Working collaboratively with Product, Technology, and Research teams to deliver exceptional customer experiences, and to drive business impact.
- Using qualitative and quantitative data to generate insights and opportunity areas for further exploration, and to enable/prioritize design decisions
- Mapping existing and future state customer experiences through journey maps
- Ensuring all projects are documented and implemented as designed
- Conducting cross-functional design workshops across the organization
- Continually advocating for the value of a design-led way of working
On a given day you’ll work in a dynamic office environment as an Experience Design subject matter expert. You’ll collaborate with program managers, technologists, data teams, and product teams to bring the human experience to the forefront. You’ll thrive in this position if you can work both independently and collaboratively.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
- Experience: Business Operations Analysis experience: 3 years or more; Telecommunications and/or experience with technology/software products: 3 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.); Design software (i.e., Figma, Adobe Creative Suite, LucidChart)
- Skills: Design thinking, experience design, ability to analyze and synthesize complex data, storytelling
- Abilities: Align design initiatives with business goals; design and facilitate workshops; communicate effectively orally and in writing; define key performance indicators/metrics; manage multiple projects simultaneously; document, prepare, and present data-driven presentations; make decisions and solve problems while working under pressure; partner with internal and external stakeholders
Preferred Qualifications
- Experience in a design role
- Understanding and application of behavioral psychology to product/process design
- A passion for innovation and designing for diverse user needs
- Experience in journey mapping and translating research into actionable initiatives/projects
- Project management experience
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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CSU310 2025-47112 2025
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 nearly 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.
Salary : $81,800 - $131,000
