Job added in hotlist
Applied job
Contract job
Recruiter job
Employer job
Expanded search
Apply online not available
View more jobs in Stamford, CT
View more jobs in Connecticut

Job Details

Senior Analyst u2013 Digital Service CX Billing

Company name
IT Job Pro

Stamford, CT
5 hit(s)  


Client Reference Code: 216332JOB SUMMARYThe Digital Service  Customer Experience organization at Charter is evolving the holistic customer experience across all customer touch points and driving digital self-service capabilities.
The Billing Experience  Customer Design role is responsible for developing the customer experience requirements, process design, system changes, testing, analysis and reporting for Charter\u2019s billing initiatives. This role will be heavily focused on enhancing how customers interact with the journey of paying their bill. The role will be responsible for user experience design, data analysis, developing business cases using financial modeling for ROI, and requirements for new features\/improvements. Additionally, they will evaluate emerging techlogies that contribute to Charter\u2019s vision to drive best in class digital self-serivce billing solutions.
The ideal candidate will have experience and an ability to compile, analyze and aggregate raw data and develop a meaningful point of view. Experience in data driven product management, customer experience and\/or digital capabilities; demonstrating a unique blend of operational excellence, technical proficiency, and creativity  strategic thinking.
MAJOR DUTIES AND RESPONSIBILITIESActively and consistently develope all efforts to simplify and enhance the billing customer experience.
Proactively recommend and drive enhancements, new features, and user experience to ensure Charter\u2019s customer experience is industry-leading in how customers interact with their bill.
Ability to graphically create a compelling analysis of the findings for presentation to leadership and stakeholders. Educate and socialize the Digital Service  CX strategy to internal and external partners.
Deeply understand and recommend technologies and self-service systems to ensure the customer experience is convenient and easy to use by our customers.
Develop business cases for enhancements and new features\/products. Will have to have familiarity with financial modeling and creating ROI analysis.
Ensure complete analysis and understanding of interdependencies and risks that could impact or be impacted by the delivery of new products, services, processes and\/or support technologies.
Function as the liaison between the business unit and the other supporting functional organizations (IT, OSS, Billing, 3rd Party suppliers, etc.) to properly interpret and deliver to the functional specifications.
Attend and participate in meetings, on conference calls and provide input, explain point of view and communicate leadership direction on initiatives whenever required.
Ensure alignment between the business operational strategies and technical solutions.
Oversee and approve requirements and test plans for assigned projects.
Perform other duties as required.
REQUIRED QUALIFICATIONSSkills\/Abilities and KnowledgePassion for customer centric solutions to deliver best in class customer experienceStrong analytical approach to problem solving and presenting recommendationsUnderstand\/interpret the expressed and implied needs of the customerAbility to handle complex and ad hoc requestsManage multiple cross-functional projects at one timeOversee and approve requirements and test plans for assigned projectsPartner with internal and external stakeholders, including vendor relationshipsThrive in a team environment and works well with othersIndependent thinkerCommunicate orally and in writing in a clear and straightforward mannerMake decisions and solve problems while working under pressureKnowledge of process and project managementPrioritize and organize effectivelyShow judgment and initiative to accomplish job dutiesRead, write, speak and understand EnglishAdvanced PowerPoint and Excel expertise requiredAbility to use personal computer  software applications (i.e. Word, Visio, etc.)
Education Bachelor\u2019s degree in Business Administration or related field or equivalent experience
Related Work Experience Number of YearsBusiness analysis experience 5 Telecommunications and\/or experience with technology\/software products 5 Product management experience 2
WORKING CONDITIONS:Office environmentTravel as requiredMust be willing to work flexible work schedules including evenings, weekends and holidays.
Job Code : CSU340 Sr Digital Srvc  CX Analyst Exempt

Company Profile

Similar Jobs:
Product Manager
Location : Norwalk, CT
Do you have what it takes to stand out from your peers? At MBI, it takes an individual with a competitive drive. It takes a strategic and innovative thinker. It takes the right combination of intelligence, creativity, and ambition...
Job Description:Role Summary/Purpose:Synchrony’s Direct Bank was acquired in 2013 with $6B in deposits and less than 100,000 customers; today it has over $42B in deposits and 500,000 accounts. At the same time servicing and accou...
Data Product Manager
Location : Norwalk, CT
Sizmek is the largest independent buy-side advertisingplatform that creates impressions that inspire. In the digital\nworld, creating impressions that inspire is vital to building\nmeaningful, long-lasting relationships with your ...
EmploymentCrossing is great because it brings all of the jobs to one site. You don't have to go all over the place to find jobs.
Kim Bennett - Iowa,
  • All we do is research jobs.
  • Our team of researchers, programmers, and analysts find you jobs from over 1,000 career pages and other sources
  • Our members get more interviews and jobs than people who use "public job boards"
Shoot for the moon. Even if you miss it, you will land among the stars.
ProductManagerCrossing - #1 Job Aggregation and Private Job-Opening Research Service — The Most Quality Jobs Anywhere
ProductManagerCrossing is the first job consolidation service in the employment industry to seek to include every job that exists in the world.
Copyright © 2018 ProductManagerCrossing - All rights reserved. 168