Analyst, Voice of Customer/NPS Insights

Spectrum; Stamford (CT); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a skilled Analyst for Voice of Customer Insights to join their Digital Service & Customer Experience team. In this pivotal role, you will analyze Net Promoter Score (NPS) data to uncover insights that enhance customer satisfaction and loyalty. Collaborating across departments, you'll drive meaningful change based on customer feedback. This position offers the opportunity to grow your career while contributing to a superior customer experience that keeps millions connected. If you thrive on data analysis and enjoy presenting your findings, this could be the perfect role for you.

Benefits

Paid Training

Dynamic Growth Opportunities

Supportive Teams

Total Rewards Package

Qualifications

• 3+ years of project management and data analysis experience required.
• Bachelor’s degree or equivalent experience is essential.

Responsibilities

• Analyze NPS data to identify trends and actionable insights.
• Develop reports and dashboards to communicate NPS results.

Skills

Project Management

Data Analysis

Effective Communication

Analytical Skills

Education

Bachelor’s degree (BA/BS)

Tools

SQL

Job description

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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.

Required Qualifications

WHAT YOU’LL BRING TO SPECTRUM

• 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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A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, you’re joining a strong community of 95,000 employees working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Health Care Provider
• Telecommunications