Analyst, Customer Experience - Mediacom Bolt : Job Details

** Position Description**

**Analyst, Customer Experience** Location **Blooming Grove, NY Corporate** Working Hours **Summary of the position**

Position is responsible for analyzing the operational performance, and user experience for online assets such as the mobile application, customer support site, and messaging channels, including development of special customer communications during storms or business changes that may impact our the Mediacom BOLT customer base. Duties include:

* Analyze self-service transactions and conduct gap analysis in order to identify system enhancements, platform issues, and new functionality required to increase self-service resolution rates, and improve the customer experience.

* Monitor and report end to end channel activity to identify problems, and ensure end to end self-service processes are successful.

* Design workflows to increase self-service rates for additional products and services, and improving on existing self-service workflows.

* Create customer communications to communicate specific information to customers during weather events or projects that impact the business.

* Document business requirements for development projects.

* Develop and project manage product enhancements.

* Assist with developing agent training to ensure compliance to ordering and troubleshooting processes.

* Assist with product demonstrations.

* Track, prioritize, escalate, and manage issues to ensure prompt resolution to production issues impacting self service channels.

* Assist the customer experience team on other projects as needed.

**Qualifications and Background:**

* Strong analytical ability, with experience manipulating multiple raw data sets in order to identify operational issues or areas for improvement.

* Proficient in process design and project management.

* Proficient using Excel, Visio, Power-point, and other Microsoft office products.

* Experience with supply chain operations, and end-to-end order management.

* Strong verbal communication and presentation skills.

* 3 to 5 years of experience with use and development of self-service channels, and website navigation, and design.

* 4 year bachelors degree, preferably in Engineering, Business, or Mathematics

* Cable Communications experience preferred

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