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Posted May 10

Lead Conversational Channel Customer Experience Designer

Charlotte, NC Full time

New technology enthusiast. Customer advocate who is passionate about creating great end-user experiences. Tech-savvy, collaborative, and innovative. Did we just describe you? If so, consider joining the Conversational Channels team at Spectrum.

At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Conversational Channels team creates self-service tools to automate the customer service experience. Our engineers utilize interactive voice response (IVR) and Chatbot to give customers the help they need without human intervention. Our CX and customer service innovation helps deliver the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

As a Lead Digital Service & CX Analyst, you’ll manage customer experience requirements, process design, system changes, testing, analysis, and reporting. Additionally, you’ll evaluate emerging technologies that contribute to Charter’s vision to drive best-in-class digital self-service.

WHAT OUR LEAD DIGITAL SERVICES AND CUSTOMER EXPERIENCE ANALYSTS ENJOY MOST

  • Having a deep understanding of recommended technologies and self-service systems to ensure the customer experience is convenient and easy to use
  • Leading the development of business cases for enhancements and new products and features
  • Ensuring and overseeing the complete analysis and understanding of interdependencies and risks that could impact or be impacted by the delivery of new products and services
  • Collaborating with product and business teams to inform intuitive and engaging customer experiences
  • Designing conversational IVR flows, wireframes, and mockups for new and existing interactions
  • Advocating for the customer through human-centered research methodologies
  • Creating new guidelines, best practices, and building a stronger foundation of conversational design principles


On a given day you’ll work in a dynamic office environment leading and driving enhancements, new features, and channels to evolve the customer experience across all touch points. You’ll thrive in this position if you have an analytical approach to problem-solving, think independently, and work collaboratively.

Required Qualifications

WHAT YOU’LL BRING TO SPECTRUM 

Experience: Business analysis: 7 years or more; Telecommunications and/or experience with technology/software products: 7 years or more
Education: Bachelor’s degree in Business Administration or related field or equivalent experience
Technical skills: Personal computer and software applications (i.e., Word, Excel, Visio, etc.)
Abilities: Communicate effectively orally and in writing; manage multiple projects simultaneously; knowledge of process and project management; make decisions and solve problems while working under pressure; partner with internal and external stakeholders, including vendor relationships
Work Environment: In-office, travel as required; must be willing to work flexible work schedules including evenings, weekends, and holidays


Preferred Qualifications

Experience: Product management: 6 years or more
Skills: Voiceflow

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