Lead Business Analyst – Chat Messaging

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 Technical Business Analyst on the Chat Messaging Digital Servicing & Customer Experience Product Team, you will play a pivotal role in enhancing Spectrum’s digital servicing experience by ensuring seamless product delivery, technical execution, and data integrity. You will drive agile methodologies, facilitate cross-functional collaboration, and uphold the accuracy of customer interaction data. Your contributions will optimize self-service capabilities, streamline agent support, and enhance AI-powered chat experiences, ensuring that every customer interaction is reliable, secure, and impactful.

 

WHAT OUR LEAD BUSINESS ANALYSTS ENJOY MOST

 

• Leading Agile Execution – Drive sprint planning, stand-ups, retrospectives, and backlog prioritization to ensure efficient and timely delivery of chat product enhancements.
• Optimizing Data Integrity – Maintain monitor, and improve data governance processes to ensure high-quality, accurate, and actionable data within the chat platform
• Cross-Functional Collaboration – Partner with product managers, business analysts, and engineering teams to bridge the gap between business requirements and technical implementation
• Driving Automation & Efficiency – Identify opportunities to enhance chat interactions, streamline workflows, and improve the performance of AI-powered customer support solutions
• Enhancing Reporting & Insights – Develop dashboards and reporting mechanisms that provide leadership with real-time insights into chat performance, agent efficiency, and customer interactions
• Ensuring System Reliability – Work closely with development and DevOps teams to monitor system health, resolve technical issues, and support continuous improvement initiatives
  
  

In this role you’ll collaborate across teams to ensure seamless execution of product enhancements, drive agile processes, work with engineers on platform reliability, and aligning stakeholders on key priorities. If you enjoy problem-solving, technical leadership, and shaping the future of AI-driven chat experiences, this role is for you.

WHAT YOU’LL BRING TO SPECTRUM

 

Required Qualifications

• Experience: Business analysis or related experience: 7 years
• Education: Bachelor’s degree in business or related field or equivalent combination of education and experience
• Technical Skills: Comprehensive knowledge of software applications such as Word, Excel, PowerPoint, etc., Strong expertise in Agile methodologies; Scrum frameworks, and sprint execution; Experience managing technical delivery, software development lifecycles
• Abilities: Quickly identify business problems & opportunities, and translate into technical requirements; manage multiple projects; prioritize & organize effectively; analyze & interpret data; communicate clearly both orally and in writing; strong collaboration,

Preferred Qualifications

• Experience: Working with AI-powered chatbots, NLP models, digital servicing platforms, and self-service automation; telecommunications or customer engagement technologies
• Knowledge: Data security best practices and compliance standards

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 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 : $96,300 - $170,900