Principal II - Voice of Customer/NPS 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 more than 32 million customers connected across our 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 a Data Insights Principal, you will serve as the subject matter expert on Net Promoter Score (NPS) and related customer feedback metrics, driving enterprise-level strategies to improve customer satisfaction, loyalty, and retention. In this senior role, you will lead advanced analytics initiatives and collaborate with executive leaders to embed customer insights into decision-making processes.

This role requires a strategic thinker with deep expertise in data analysis, exceptional leadership capabilities, and a proven ability to translate complex findings into actionable recommendations that drive organizational change.

WHAT OUR DATA INSGIHTS PRINCIPALS ENJOY MOST

• Lead the development and execution of NPS analysis strategies, ensuring alignment with organizational goals.
• Provide advanced statistical and predictive analyses to uncover the key drivers of NPS and customer satisfaction.
• Oversee the design and implementation of dashboards, reporting systems, and visualization tools that deliver clear, actionable insights to stakeholders.
• Manage and optimize the use of SQL, Excel pivot tables, and data visualization tools (e.g., Tableau, Power BI) for enterprise-level reporting.
• Act as a strategic advisor to senior leadership, presenting findings, recommendations, and business implications with clarity and impact.
• Partner with cross-functional teams, including Product, Marketing, and Customer Service, to translate insights into strategies that improve the customer experience.
• Monitor and benchmark NPS trends across customer segments, channels, and competitors to identify opportunities and threats.
• Drive innovation in survey methodologies, data collection techniques, and analytical approaches to maintain a cutting-edge NPS program.

If you enjoy diving deep into customer feedback, uncovering insights that drive meaningful change, and shaping strategies to enhance the customer experience, this is the right role for you.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Experience in Market Research, Insights or Voice of Customer and Customer Experience Measurement: 8 years or more; Experience managing complex projects: 5 years or more
• Education: Bachelor's degree (BA/BS) in Business, Statistics, Computer Science, Marketing, Economics, Psychology or other related field
• Skills: Strong understanding of Customer Experience measurement methodologies, tools, and best practices; excellent analytical skills with the ability to derive insights from customer feedback data; highly organized, with the ability to manage multiple projects and deadlines effectively
• Working conditions: Office environment

Preferred Qualifications

• Strategic Thinking: ability to think critically and strategically, connecting dots between customer needs, business goals and actionable plans. Experience developing and implementing innovative ideas that enhance customer experience is highly valued
• Project Management: Proven track record of successfully managing multiple projects simultaneously, meeting deadlines and achieving results in a fast paced environment
• Cross-Functional Collaboration: Strong interpersonal and relationship building skills, with the ability to influence and align stakeholders across different teams and levels
• Communications Skills: Excellent written and verbal communication skills, with the ability to clearly articulate ideas, inspire buy in and present updates to cross-functional partners. Powerpoint expert capable of crafting visually compelling presentations
• Customer-Centric Mindset: A deep understanding and passion for customer experience

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
• Total Rewards: See all the ways we invest in you-at work and in life

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