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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