Manager, NPS Insights

2 weeks ago

Stamford, United States Spectrum Full time

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

Responsible for the development and implementation of the Charter Customer Experience 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 experience

If 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 SPECTRUM

Required Qualifications

  • Experience: Digital self-service/product development or equivalent customer experience design and implementation: 5 years or more; Working for companies with technology or software products: 1 year 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: Understanding of the digital media environment; extensive knowledge of emerging digital trends and technologies; effective written and verbal communication skills
  • Working conditions: Office environment

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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