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.


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


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


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


  • 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
icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Client Service Analyst Maryland Heights MO

Unitedhealth Group Inc.

Posted 1 week ago

VIEW JOBS 1/15/2020 12:00:00 AM 2020-04-14T00:00 Welcome to one of the toughest and most fulfilling ways to help people, including yourself. We offer the latest tools, most intensive training program in the industry and nearly limitless opportunities for advancement. Join us and start doing your life's best work. This position is responsible for providing support to the Key Account Strategic Account Executive (SAE), focusing on claim report production, data analysis and trending information designed to ensure the SAE's role of trusted advisor to our customers and consultants. The Client Service Analyst will provide analytical information, analysis and recommendations to proactively position the SAE to make fact based decisions about renewals and prepare them for client consultations. Primary Responsibilities: * Producing monthly claim reports * Supporting account management team with ad hoc reporting * Analyzing and interpreting various forms of utilization and healthcare data to identify potential areas for medical cost improvements via products, services and other market trends * Creating a clear, compelling assessment of root causes and actionable / non - actionable contributing factors * Quantifying value generated by historically implemented solutions * Serving as a trusted advisor to internal (possibly external) customers on healthcare cost and quality topics * Communicating information openly and in an articulate and professional manner * Event planning for customer and broker events (less than 25% position responsibility) * Other duties as assigned You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in. Required Qualifications: * Bachelor's Degree (or higher) * Experience working in an office environment, using telephone and computer as primary job tools * Experience working with and learning new and complex computer systems / applications * Experience with Microsoft Excel and the ability to create and edit spreadsheets for reporting purposes Preferred Qualifications: * Life and Health Insurance License * Experience working within the healthcare industry * Experience working with data reporting and / or data analytics Soft Skills: * Multi - task and handle heavy workloads at busier times of the year * Strong presentation skills * Ability to think critically and analytically - Analyzes and investigates * Great written and verbal communication skills Careers at UnitedHealthcare Employer& Individual. We all want to make a difference with the work we do. Sometimes we're presented with an opportunity to make a difference on a scale we couldn't imagine. Here, you get that opportunity every day. As a member of one of our elite teams, you'll provide the ideas and solutions that help nearly 25 million customers live healthier lives. You'll help write the next chapter in the history of healthcare. And you'll find a wealth of open doors and career paths that will take you as far as you want to go. Go further. This is your life's best work.SM Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment. Keywords: United Healthcare, Maryland, Heights, MO, client, service, analyst, report, processing, claim, computer, data entry, analytics, statistics Unitedhealth Group Inc. Maryland Heights MO

Digital Service & CX Analyst

Time Warner Cable