Senior Analyst - CX Insights

Company Name:
Cablevision Systems Corporation
Please email your resume to

Are you driven by what's next? Become a Cablevisionary.
We are looking for Cablevisionaries who always keep the customer first in mind, who insist on continuing to learn every day, who thrive in a highly collaborative work environment and who when presented with a challenge, don't quit until they find a solution.
The Senior Analyst, CX Insights role will contribute to and support key operational customer experience programs, including Voice of the Customer (VoC) and customer insights management, and will champion internal adoption of key findings and opportunities for process improvement. The Senior Analyst, CX Insights will work closely with internal business partners to manage enterprise-level initiatives and drive change.
This position will drive the delivery of a superior customer experience through data extraction, data analysis, defining key moments of truth (KMOT) and journey mapping. Primary activities include real-time VoC insights monitoring, management of VoC analytics and reporting (standardized & ad-hoc), ad-hoc changes and enhancements to transactional survey design and utilization of results to provide enhanced business value across the organization.
Primary Responsibilities include:

oAnalyze VoC data (NPS & transactional survey data) and produce quarterly reports
oIdentify, analyze and report on key customer pain points for potential process improvement opportunities
oDevelop a deep understanding of Cablevision customers and identify opportunities/leverage points for improving operational customer experiences and building customer loyalty.
oHelp to drive and lead a multi-channel Voice of Customer program. Manage efforts for cultural change and internal adoption of CX mindset and methodology through internal communications, training and development opportunities and customer storytelling.
oIdentify necessary requirements for changes and/or enhancements to transactional survey design and VoC dashboard
oWork with internal stakeholders and assess customer experience efforts for ongoing opportunities to improve operational efficiencies and collaborate when possible.
oBachelor's degree required (math, statistics, computer science, business administration, or related discipline)
oEight to twelve years of relevant experience inclusive of data analysis and development experience
oA minimum of five years of experience in project management support role; developing and executing enterprise level strategic initiatives are required
oKnowledge of customer insight-analytics technology and software; customer experience reporting metrics and approaches
oStrong communication and interpersonal skills, with a track record of facilitating team meetings and advising business leaders
oAbility to partner with diverse, cross-functional teams possessing different strengths, skills and perspectives
oStrong ability to develop and communicate VoC analysis and recommendations to management within the organization
oExperience in managing change and transition initiatives
oExpert level skills in data and trend analysis working, using tools such as Excel or statistical modeling packages.
oExpert level skills in report creation, using tools such as Excel, Access, SQL
oKnowledge of Operations technical systems and products such as Genesys, Aspect, Verint
oUnderstanding of associated business concepts and interaction-related systems; including call queuing, routing, interaction coding (phone, live chat, email), workforce management and reporting
oExperience with customer billing and management systems and other relevant software applications such as IDA, Remedy, DART, Connex, FORIM, Peoplesoft, Active Directory, etc.
oExperience staging data to support business intelligence tools
oAbility to take data points, interpret meaning and make recommendations for improvement
oWorking knowledge of customer service environment management tools and tactics
oExperience with CX Management software (Medallia experience/knowledge a plus) and/or other advanced analytical software such as Tableau
oExperience in application development utilizing a relational database such as Oracle, Windows SQL Server or Sybase

We are an Equal Opportunity Employer and maintain a drug-free and smoke-free workplace.

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