Analyst, Voice of Customer/NPS Insights

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 an Analyst for Voice of Customer Insights, you will play a pivotal role in analyzing and interpreting Net Promoter Score (NPS) data to uncover insights about customer satisfaction, loyalty, and sentiment. Your work will directly inform strategies to enhance the customer experience, identify pain points, and improve overall brand perception. You will collaborate across departments to ensure customer feedback drives meaningful change.

WHAT OUR DIGITAL SERVICE & CX ANALYSTS ENJOY MOST

• Analyzing NPS data to identify trends, key drivers, and actionable insights and benchmarking NPS performance against competitors and industry standards.
• Generating insights by conducting deep dives into customer feedback to uncover root causes of dissatisfaction and areas of opportunity.
• Writing and optimizing SQL queries to extract and analyze data from multiple sources
• Developing and presenting comprehensive reports and dashboards that communicate NPS results to stakeholders at various levels, from operational teams to executive leadership.
• Partnering with cross-functional teams (e.g. Customer Journey, Product, Customer Service) to develop action plans based on NPS insights
• Support the development and deployment of surveys to ensure effective data collection

If you prioritize and organize effectively and enjoy analyzing, interpreting, and presenting data, this could be the role for you. You'll continually expand your knowledge and develop skills while growing your career with Spectrum.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: 3 or more years project management and data analysis experience
• Education: Bachelor's degree (BA/BS) or equivalent experience
• Abilities: Effective written and verbal communication skills
• Working conditions: Office environment

Preferred Qualifications

• Understanding of Customer Experience measurement methodologies, tools, and best practices
• Market Research or Voice of Customer/NPS measurement experience
• 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
• SQL experience

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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