Dir, Digital Service & CX
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
As a Director of Digital Service & CX, you will be responsible for defining and delivering an industry-leading customer experience across digital customer service channels including website, application, digital communications, support content, IVA, and IVR.
WHAT OUR DIGITAL SERVICE & CX DIRECTORS ENJOY MOST
- Identifying opportunities to improve the customer experience during the onboarding period that includes ordering, tracking shipments, installation of service for all Spectrum lines of business
- Utilizing data from customer insights, KPIs, and industry analysis to make data-based design decisions
- Leading ideation and strategy and roadmap prioritization
- Performing customer impact analysis, journey/experience mapping, customer data analysis, and cross-channel/cross-product alignment
- Partnering with other internal business units to define product strategies and business requirements
- Working with the UI/UX team to create prototypes, guide focus groups and usability testing, and identify and eliminate pain points
- Establishing an automated system for KPI tracking, defining success metrics for new projects, and tracking daily performance of existing products to reach defined goals
- Working with Product and Marketing to plan, execute, and analyze results for customer engagement and marketing campaigns
In this role you will build, manage, and mentor an experience design team of 8 – 12 people, provide leadership and direction to cross-functional and virtual teams, and influence internal and external key stakeholders to build consensus. If you have the ability to drive results within a matrixed organization, this may be the role for you.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
- Experience: Designing or developing customer experience: 8 years or more; project management: 5 years or more; management: 5 years or more
- Education: Bachelor’s degree (BA/BS) in Product Management Design, Computer Science, Human Factors, or equivalent work experience
- Skills: Project management skills within Agile and Waterfall methodologies; effective communication, leadership, and presentation skills; facilitation, brainstorming, and collaboration skills; understanding of the software development lifecycle and processes
- Abilities: Analyze and present the data to “tell the story”; extensive knowledge of emerging digital trends and technologies; make decisions and solve problems while working under pressure
- 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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Job Code : CSU740
2024-31502
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
Who You Are Matters Here
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