UX Digital Service & CX Analyst

• Support efforts to identify simplify and improve the customer journey across all touch points
• Educate internal and external partners about Spectrum's Digital Service and Customer Experience strategy
• Audit and analyze current experiences to surface pain points gaps and redundancies then create clear design interventions to improve usability and satisfaction.
• Serve as a strong voice for the customer in projects balancing empathy with business and operational priorities.
• Assist with synthesizing business requirements customer research data and insights into actionable experience strategies concepts and design solutions.
• Design within complex ecosystems balancing customer needs operational realities and technical constraints to create scalable future ready solutions.
• Produce journey maps service blueprints wireframes interaction models prototypes and visual designs that clearly communicate intent and direction.
• Help maintain design systems patterns and guidelines to ensure consistency efficiency and quality across touchpoints.
• Participate in usability testing and feedback loops using insights to refine and continuously improve designs
• Independently manage recurring processes and day-to-day tasks for small to mid-size projects

• Bachelor's degree or related field or equivalent experience

• 3+ years business analysis experience
• 3+ years telecommunications or technology/software product experience

• Passion for customer-centric solutions and delivering exceptional customer experiences
• Ability to apply business objectives to functional areas
• Strong written and verbal communication skills
• Rapid identification of business problems and opportunities
• Capacity to define key performance indicators and metrics
• Decision-making and problem-solving skills under pressure
• Effective prioritization and management of multiple projects
• Initiative and sound judgment in accomplishing duties
• Proficient use of personal computer and software applications such as Word Excel Visio
• Ability to partner with internal and external stakeholders including vendors
• Knowledge of process and project management

• Bachelor's degree in one of: Fine Arts Cognitive Science/Psychology Sociology Business Administration Interaction Design or equivalent experience- 3+ years

• 3+ years Product management CX/UX Design or CX/UX Strategy

• Ability to use Figma to create experience maps prototypes user flows and proofs of concept
• Ability to design across complex ecosystems thinking holistically about how products services channels people and processes work together.
• Ability to create intuitive interaction models wireframes prototypes and polished visual designs that balance usability accessibility and brand.
• Comfort designing for future states ambiguity and change-balancing immediate delivery with long term CX vision and scalability.
• Familiarity with creating applying and scaling design systems reusable components and experience standards across touchpoints.

What We Do

Our Product and Technology team creates develops and operates the nation’s fastest mobile service most reliable internet service most viewed live TV app and the most advanced WiFi serving nearly 100 million users and 500 million devices. We are transforming the next era of connectivity and entertainment experiences together.   The experience within Spectrum’s Product and Technology team is unmatched and there are opportunities to grow your career as a designer architect engineer developer operator or data scientist.  We are creative disciplined hard-working complex-problem solvers that believe in collaborating to deliver the highest quality customer experience.

Why Work With Us

At Spectrum we continually refine technology process and structure. We are committed to delivering a superior network infrastructure the most competitive products and highly rated customer experiences. Our talented team of experts deploys technology solutions and builds systems and tools for our employees to provide exceptional operations.

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