The Digital Service & Customer Experience organization at Charter is responsible for defining a holistic service experience for 31 million Spectrum customers, across all touch points, especially digital self-service.
The role is responsible for supporting customer experience requirements, process design, system changes, testing, analysis and reporting. Additionally, they will evaluate emerging technologies that contribute to Charter’s vision to drive best in class digital self-service.
The role is responsible for supporting customer experience requirements, process design, system changes, creating and driving the adoption of industry-leading experiences around how customers are able to pivot from agent assisted upgrades and upsells to digital self-service platforms. The role will look at how to provide predictive service with context through AI chatbots. The role will explore how to provide agent assisted downgrades through digital channels, how to manage, initiate, and modify seasonal holds on accounts, and the ability to self-service a move from one location to another. The role will be constantly improving the customer experience across all digital and non-digital channels, while providing enticing value propositions to get customers to switch to a digital self- service solution.