Manager, NPS Insights & Analytics
Company: Spectrum
Location: Stamford
Posted on: October 20, 2024
Job Description:
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 nearly 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
(NPS) 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
MOST
- Managing and developing our Voice of Customer (NPS) measurement
program to enhance customer experience and loyalty
- Generating hypotheses and analyzing Voice of Customer data and
other customer feedback to extract actionable insights and
trends
- Regularly reporting on Voice of Customer metrics and insights
to relevant stakeholders, including senior management
- Collaborating with cross-functional teams to translate Voice of
Customer insights into actionable improvement initiatives
- Developing action plans and driving implementation of
initiatives aimed at addressing identified pain points and
enhancing customer experience and improving NPS
- Defining success metrics for new customer experience
initiatives and track performance to ensure the team is moving
towards defined goals
- Monitoring and tracking progress on action plans, adjusting
strategies as needed to ensure effectiveness
- Staying abreast of industry trends and best practices in
Customer Experience management and customer experience
- Proactively identifying opportunities for innovation and
enhancement of the Customer Experience program
- Leading initiatives to drive a customer-centric culture
throughout the organization
- Actively 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
Qualifications
- Experience: Experience in market research, insights, analytics
or voice of customer/Net Promoter Score(NPS), with proven ability
to translate into customer experience or product improvements: 5
years or more; Prior leadership experience: 3 years or more
- Education: Bachelor's degree (BA/BS) or equivalent
experience
- Skills: 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 effectively
- Abilities: Effective written and verbal communication.
- Working conditions: Office environmentPreferred Qualifications
- Abilities: Familiarity with survey platforms and data analytics
software is a plus.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
lifeApply now, connect a friend to this opportunity or sign up for
job alerts! CSU580 2024-37901 2024 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.
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Keywords: Spectrum, Passaic , Manager, NPS Insights & Analytics, Executive , Stamford, New Jersey
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