Manager, Customer Communications Insights

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 our millions of customers connected across a 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 the Manager of Insights, you will connect the dots from data to business value through visualization and storytelling.

This role is responsible for the collection, analysis and extraction of key data to help turn insights into action in support of Spectrum's customer communications. It involves managing projects, ensuring data accuracy and consistency, developing and presenting reports, and collaborating with stakeholders to drive data-driven decision-making.

Key responsibilities include defining analytics strategy, building dashboards, and utilizing tools like SQL, Python, and visualization software like Tableau or Power BI.

HOW YOU'LL MAKE AN IMPACT

• Using data to create narratives about customer experiences, identifying both successes and areas for improvement to guide future initiatives and strategies.
• Helping the organization make data-driven decisions about Customer Communications through your analysis and insights.
• Overseeing the creation of reports, dashboards, and visualizations to present complex data in an understandable format. Drive automation of consumable reporting and executive dashboards.
• Defining and maintaining communications performance metrics (e.g., delivery, engagement, conversion, containment) and the associated data visualizations and ETL requirements needed to measure them.
• Partnering with IT and Business Intelligence teams to ingest new data sources (e.g., messaging platforms, contact center/IVR, product telemetry) required for communications reporting.
• Working with technical and leadership teams to plan, prioritize, and deliver initiatives on time; apply appropriate software development life cycle practices for all reporting and data products.

If you are able to motivate and guide a team of analysts, clearly communicate project needs, and develop effective partnerships across corporate functions, this may be the role for you.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience:
  • Digital self-service/product development or equivalent customer experience design and implementation: 5 years or more
  • Working for companies with technology or software products: 1 year or more
  • Prior leadership experience: 3 years or more
• Education:
  • Bachelor's degree (BA/BS) or equivalent experience
• Skills:
  • In-depth understanding of software, web, and application technologies
  • In-depth knowledge of software development lifecycle and processes
  • Project management
  • Advanced SQL proficiency
  • Expertise in Tableau (desktop and server) and reporting design principles
• Abilities:
  • Understanding of the digital media environment
  • Extensive knowledge of emerging digital trends and technologies
  • Communicate complex technical concepts to all levels to inform decisions
  • Strong ability to analyze, interpret, and present data
  • Deep understanding of Agile methodologies and advanced analytics processes
  • Proven ability to manage multiple initiatives, balance competing priorities, and deliver high-quality software/data products within diverse technology stacks
  • Strong business acumen, urgency for results, and ability to supervise and motivate others
• Hybrid Schedule: Four in-office days weekly