Digital Service & CX Analyst

Time Warner Cable Maryland Heights , MO 63043

Posted 3 months ago

Posting Job Description

Job Description

The ideal candidate will be experienced with customer feedback management or CRM and marketing automation platforms. This position will be responsible for maintaining and managing our customer feedback management platform across the business. This person will support the implementation, execution and reporting of ongoing customer feedback initiatives and programs.

Responsibilities

Communicate and collaborate with stakeholders, key users and business process leads.

Create dashboards in our customer feedback management system that meet customer's requirements

Monitor survey health data to ensure everything is flowing smoothly

Facilitate process meetings/workshops that involve eliciting process requirements and system changes

Develop detailed user stories, work plans, key tasks and initiatives, definitions of overall approaches and mobilization efforts for our customer feedback management system

Work closely with IT teams to validate and ensure proposed solutions meet business requirements; participate in initial validation and testing, and facilitate user acceptance testing

Partner with program and training/communication teams to ensure business readiness for organizational change and timing for impacted processes/systems changes; assist in creating training documentation and delivering train-the-trainer sessions

Provide leadership, training, coaching and guidance to key users

Qualifications

Skills/Abilities and Knowledge

  • Clearly articulating results & insights to stakeholders through reporting, dashboards & presentations

  • Experience with CRM and marketing automation platforms

  • Experience with customer analytics, database marketing, and/or direct marketing preferred

  • Experience working with cross-functional teams, especially within a marketing/business intelligence environment

  • Advanced Microsoft Excel skills

  • Ability to measure & analyze survey data; advising & making modifications from conclusions preferred

Education

  • Bachelor's degree in relevant area of study - Business, Marketing, Computer Science, Psychology preferred

Qualifications

  • 2+ years of progressive experience in marketing and communications
  • 2+ years of Digital and/or CRM Analysis experience
  • 3 years of Telecommunications and/or experience with technology/software products
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Digital Service & CX Analyst

Time Warner Cable