CX Designer Change of ServicePermanent
Connecticut, Stamford - 06901Job Simplification
The announced job offer is made public by the firm: SPECTRUM and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.
It is announced that they have a job offer at the category of Array and the jobs location is in the state of Connecticut at the city Stamford, in the country US - at this current ZipCode: 06901
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Job Overview
JOB SUMMARY
The Digital Service & Customer Experience organization at Charter is responsible for defining a holistic service experience for 31 million Spectrum customers, across all touch points, especially digital self-service.
The role is responsible for supporting customer experience requirements, process design, system changes, testing, analysis and reporting. Additionally, they will evaluate emerging technologies that contribute to Charter's vision to drive best in class digital self-service.
The role is responsible for supporting customer experience requirements, process design, system changes, creating and driving the adoption of industry-leading experiences around how customers are able to pivot from agent assisted upgrades and upsells to digital self-service platforms. The role will look at how to provide predictive service with context through AI chatbots. The role will explore how to provide agent assisted downgrades through digital channels, how to manage, initiate, and modify seasonal holds on accounts, and the ability to self-service a move from one location to another. The role will be constantly improving the customer experience across all digital and non-digital channels, while providing enticing value propositions to get customers to switch to a digital self- service solution.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Support the Change of Service customer experience across all channels (Portal, Mobile App, IVR, IVA (AI chat bot included), Digital Communications, Agent interactions, 3rd party Digital and Non-Digital interactions, Mail) via requirements gathering, process design, system changes, testing, analysis and reporting.
Educate and socialize the Digital Service & CX strategy to internal and external partners.
Evolve the Change of Service experience from a reactive to a predictive model, by closely working with cross organizational stakeholders, leveraging data analytics, and evaluating emerging technologies.
Ensure complete analysis and understanding of interdependencies, business risks, risk mitigators that could impact or be impacted by the delivery of new products, services, processes and/or support technologies.
Ensure all defined business rules/policies are documented, implemented as designed. Ensure process enablers are working as designed (automated as well as manual). Ensure available technology is leveraged to the fullest extent. Redesign business process where applicable to leverage available or new 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. Ensure alignment between the business operational strategies and technical solutions.
Leverage data to deeply understand and recommend enhancements to ensure the customer experience with Charter's implementation is industry-leading.
Responsible for independently completing recurring processes.
Utilizes understanding of both business process and technical capabilities to implement solutions.
Manage day to day efforts on small to mid-size projects.
Contribute to requirements and test plans for larger projects.
Perform other duties as required.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Required Education
Bachelor's degree in Business Administration or related field or equivalent experience
Required Related Work Experience and Number of Years
3+ years of Business Operations Analysis experience
3+ years of Project management experience
3+ years of Telecommunications and/or experiencewith technology/software products
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Passion for customer centric solutions to deliver best in class customer experience
Understand the application of business objectives to functional area
Ability to read, write, speak and understand English
Analyze and synthesize complex data
Ability to quickly identify business problems/opportunities
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to define key performance indicators/metrics
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects at one time
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer & software applications (ie Word, Excel, Visio, etc.)
Partner with internal and external stakeholders, including vendor relationships
Knowledge of process and project management
Knowledge of general accounting and billing procedures CSUBR
The Digital Service & Customer Experience organization at Charter is responsible for defining a holistic service experience for 31 million Spectrum customers, across all touch points, especially digital self-service.
The role is responsible for supporting customer experience requirements, process design, system changes, testing, analysis and reporting. Additionally, they will evaluate emerging technologies that contribute to Charter's vision to drive best in class digital self-service.
The role is responsible for supporting customer experience requirements, process design, system changes, creating and driving the adoption of industry-leading experiences around how customers are able to pivot from agent assisted upgrades and upsells to digital self-service platforms. The role will look at how to provide predictive service with context through AI chatbots. The role will explore how to provide agent assisted downgrades through digital channels, how to manage, initiate, and modify seasonal holds on accounts, and the ability to self-service a move from one location to another. The role will be constantly improving the customer experience across all digital and non-digital channels, while providing enticing value propositions to get customers to switch to a digital self- service solution.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Support the Change of Service customer experience across all channels (Portal, Mobile App, IVR, IVA (AI chat bot included), Digital Communications, Agent interactions, 3rd party Digital and Non-Digital interactions, Mail) via requirements gathering, process design, system changes, testing, analysis and reporting.
Educate and socialize the Digital Service & CX strategy to internal and external partners.
Evolve the Change of Service experience from a reactive to a predictive model, by closely working with cross organizational stakeholders, leveraging data analytics, and evaluating emerging technologies.
Ensure complete analysis and understanding of interdependencies, business risks, risk mitigators that could impact or be impacted by the delivery of new products, services, processes and/or support technologies.
Ensure all defined business rules/policies are documented, implemented as designed. Ensure process enablers are working as designed (automated as well as manual). Ensure available technology is leveraged to the fullest extent. Redesign business process where applicable to leverage available or new 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. Ensure alignment between the business operational strategies and technical solutions.
Leverage data to deeply understand and recommend enhancements to ensure the customer experience with Charter's implementation is industry-leading.
Responsible for independently completing recurring processes.
Utilizes understanding of both business process and technical capabilities to implement solutions.
Manage day to day efforts on small to mid-size projects.
Contribute to requirements and test plans for larger projects.
Perform other duties as required.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Required Education
Bachelor's degree in Business Administration or related field or equivalent experience
Required Related Work Experience and Number of Years
3+ years of Business Operations Analysis experience
3+ years of Project management experience
3+ years of Telecommunications and/or experiencewith technology/software products
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Passion for customer centric solutions to deliver best in class customer experience
Understand the application of business objectives to functional area
Ability to read, write, speak and understand English
Analyze and synthesize complex data
Ability to quickly identify business problems/opportunities
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to define key performance indicators/metrics
Ability to document, prepare and present data-driven presentations
Ability to make decisions and solve problems while working under pressure
Ability to manage multiple projects at one time
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to use personal computer & software applications (ie Word, Excel, Visio, etc.)
Partner with internal and external stakeholders, including vendor relationships
Knowledge of process and project management
Knowledge of general accounting and billing procedures CSUBR
Employer Overview
SPECTRUM
Connecticut, Stamford - 06901- Agency