WindStream Communications Customer Experience Analyst in Little Rock, Arkansas
This role can be located anywhere in the US/Remote or in a Windstream office(if available)
This Consultant role focuses on the Consumer and Small Business Customer Experience, and will be devoted to uncovering opportunities to improve the customer experience at Windstream by using data analytics and applying a continuous improvement lens to solve for business problems.
This CX role is dedicated to driving business performance improvements for the Consumer/Small Business division by leading customer experience analytics, research, design, strategy and cross-organizational implementation. You will partner with peers across the organization to understand the customer journey and underlying supporting processes and people.
You will be directly responsible for supporting customer experience mapping and design efforts by quantifying customer problems in business terms, uncovering costly process inefficiencies and high impact root causes to develop business cases and set priorities for customer experience initiatives. Additionally, you will create, define and track key metrics to measure the business success of efforts to improve the customer experience for consumer and small business customers. You will engage with members of Marketing, IT and front lines. A working knowledge of project management and technical acumen are required.
Perform analytics and data collection and partner with the business to develop problem / opportunity statements to guide and support creation of projects with clearly articulated cost/revenue implications
Leverage multiple data sources to develop root cause analysis of problem/opportunity: including but not limited to survey data, billing and operational data, speech and text analytics platform, and qualitative insights from both internal and external customers.
Partner with the business to design future state operating models that address opportunities uncovered during current state analysis
Perform the analytical due diligence required to understand the impact of department initiatives on other areas of the business
Generate customer experience business cases to gate process improvements, new technology implementation and other efforts geared to improve data visibility and overall customer and employee experiences
Manage data collection/reporting of Windstream’s customer experience measurement framework and recommend success measures that help tie customer experience improvements to business performance
Identify and manage the necessary tools and techniques required to effectively map the impact of current processes/risks to both the business and the customer, and clearly articulate opportunities to improve metrics related to operational costs, customer satisfaction and employee satisfaction. **Requirements:
Experience analyzing and combining multiple sets of data to articulate business needs and outcomes; Knowledge of market research, advanced working knowledge of all Microsoft Office products; Expert level communication skills
Experience performing analytics with speech and text analytics software solutions is preferred
Proven ability to work collaboratively across business silos to obtain multiple data sets, points of view and lead problem solving initiatives
Customer-centric approach with a dedication to excellence in customer experience and business performance
Possesses a bias for action and avoids workplace distractions
Minimum Requirements:College degree and 5-7 years professional level experience with 2-3 years supervisory experience; or 9 years professional level related experience with 2-3 years supervisory experience; or an equivalent combination of education and professional level related experience required.
Primary Location: *US-Arkansas-Little Rock
Job Category: Marketing
Requisition ID: 18004190
Other Locations: United States
Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.