Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community.
If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you!
We are Optimum!
Job Summary
The Sr. Analyst, Customer Experience role will be a key enabler of Consumer Experience strategy by providing valuable insight into the Customer Experience and Journey.
Key areas to analyze will be: Distressed customer identification and management; Customer growth & behavior; New and existing product & service initiatives; Customer care, retention & operations strategy; Customer churn; Pricing & revenue growth
This role will transform complex data sets into key statistics, trends, etc. that will drive actionable insights for senior management and requires cross functional collaboration with key business units including Business Intelligence, Marketing, Product, Business Planning, and Billing Teams.
Responsibilities
- Evaluation of new and existing product and service initiatives in customer care and within the larger Customer Experience Organization
- Segmentation and profiling of customer behavior and churn
- Cross functional collaboration with key business units including: Business Intelligence, Marketing, Product, Business Planning, Billing, and Customer Experience teams.
- Partner closely with the Customer Experience team to identify specific analytical needs and in coordination with the Broader Data and Analytics team, develop datasets that are appropriate and sufficient for satisfaction of the analytical requirements.
- Perform analyses in SQL, Alteryx, Tableau (or similar tools) using large, complex, and occasionally unstructured datasets from numerous sources and prepare client-friendly reports and presentations to support internal clients' analytical needs.
- Identify opportunities for creation of new analytics and streamlining of existing analytics creating, where appropriate, automated dashboard reports in Tableau
- Prioritizing and balancing multiple projects while fielding frequent ad hoc requests
- Act as SME expert regarding analytical capabilities and challenges and communicate succinctly to all stakeholders at all levels
- Identifying data discrepancies, reporting inconsistencies and gaps, and working closely with Stakeholders for resolution
- Measurements of Success/KPIs: Customer Experience KPIs (Calls, OSAT, etc.)
Qualifications
- 5+ years of experience in a highly analytical role managing large data sets and resolving succinct insights for key decision-makers
- Bachelor's degree (Master's preferred) in mathematics, statistics, finance, data analytics, data science, information systems or related field
- Advanced SQL experience
- Advanced Excel experience
- Intermediate PowerPoint/presentation experience
- Google BigQuery and/or Oracle database (or related database) experience
- Demonstrable experience in preparing presentations for Senior Executive audiences
- Meticulous attention to detail building in mechanisms to ensure zero defects in all deliverables
- Strong analytical skills, and the ability to analyze qualitative and quantitative data and use that data to develop an understanding of consumer behavior
- Understanding of database concepts and data transformation along with intermediate statistical concepts and calculations
- Ability to work in a fast-paced environment under tight deadlines
- Solid business and financial acumen
- Advanced experience with financial analysis and/or modeling preferred
- Willingness to seek opportunities to develop and execute plans that drive improvement and efficiency
- Tireless desire to expand knowledge base and skillset
At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.
All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
This position is identified as being performed in/or reporting to company operations in New York State. Salary ranges are supplied in compliance with New York State law. Pay is competitive and based on a number of job-related factors, including skills and experience. The starting pay rate/range at time of hire for this position in New York is $92,534.00 - $130,000 / year. The starting pay rate/range at time of hire for this position in New York is $92,534.00 - $130,000 / year. For other locations, please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire, and do not reflect future job opportunity.
Nearest Major Market: Plano
Nearest Secondary Market: Dallas
