Director, Client Research and Analysis - Spectrum Enterprise
August 31, 2018
Greenwood Village, Colorado
Full Time - Experienced
Advertising, Marketing, Public Relations
Date posted 08/17/2018Requisition Number: 223903BRLocation: United States - Colorado - Greenwood VillageZip Code: 80111Area of Interest: Market/Media Research, Research and Development, TelecommunicationsPosition Type: Full Time
Spectrum Enterprise is a national provider of scalable, fiber-based technology solutions serving many of America's largest businesses and communications service providers.
The broad Spectrum Enterprise portfolio includes Internet access, Ethernet access and networks, Voice and TV solutions extending to Managed IT solutions, including Application, Cloud Infrastructure and Managed Hosting Services offered by its affiliate, Navisite. We work closely with clients to achieve greater business success by providing these right-fit solutions designed to meet their evolving needs.
The Director, Client Research & Analysis leads the team responsible for developing a deep understanding of client needs and measuring their perception their experience with Spectrum Enterprise, with a particular focus on identifying areas that will have the greatest impact on improving both the client experience and business results. This individual is a key leader on the Client Experience team, overseeing the day-to-day execution of quantitative research, qualitative research and data analysis that will provide the organization with information that is pragmatic, understandable and actionable.
This individual must be a thought leader, creating an innovative vision and strategy for client research that leverages the latest technologies and techniques to achieve the team’s mission, and that can adapt to the changing landscape of capabilities over time.
Major Duties and Responsibilities
Develops and maintains an innovative client listening program that can provide deep insight into our client’s needs and perceptions of their experience and identify opportunities to improve that experience.
Partners closely with internal teams and outside partners to implement tools and technologies that will support the ability to clearly understand and predict the factors that influence client perception, satisfaction, and behavior.
Provides leadership and guidance to team members responsible for quantitative and qualitative research, ensuring best practices in the execution, analysis, and presentation of results.
Uses all capabilities available to create a clear picture of our client’s needs at each part of their journey, and provides insight that allows the organization to identify improvements to the experience that will have the greatest impact.
Synthesizes client research and conducts data analysis to provide clear direction to executive and functional team leadership to support client-centered decisions across the Spectrum Enterprise organization.
Creates and monitor metrics, dashboards and reports to identify trends and share information with the broader organization.
Stays abreast of leading edge customer experience measurement techniques and capabilities.
Recruits, trains, coaches and develops a best-in-industry research and analysis team. Instills and reinforces a “client-first” ethic in the entire team.
Manages associated budgets and processes within their assigned function.
Provides strong management and leadership skills with a proactive participative management style.
5+ years Leadership experience
7+ years Data analysis, customer research and/or business intelligence experience
5+ years Customer insights experience, including supplier or agency-side experience
Ability to read, write, speak and understand English
Strong set of research skills and first-hand experience with a range of qualitative and quantitative techniques, including (but not limited to): surveys, 1:1 interviews, focus groups, customer observation and other ethnographic research, concept testing, conjoint or discrete choice-based methods, experimental design
Ability to draw insights from data and communicate them in a compelling way to a “lay” audience
Previous experience in business-to-business environment preferred.
Proven capability at managing large-scale research tracking programs including the development of reporting/dashboards, insights and recommendations
Excellent communication skills, including presentation skills and experience communicating with all levels of an organization – up to C-suite/Executive level
Deep understanding and appreciation of current and emerging technology components of insights gathering and analysis
Ability to analyze and resolve complex issues, both logical and interpersonal
Ability to negotiate and defuse conflict
Ability to positively influence and persuade
Ability to independently or with limited direction
Excellent communication skills: listening, verbal and written
Knowledge of enterprise telecommunications services or industry experience preferred, but not required
Strong business planning and forecasting skills
Ability to analyze data and develop and present data driven reports
Ability to document, prepare and present executive level presentations
Ability to effectively manage large and complex projects
BA or BS college degree or related work experience
Master’s degree or MBA preferred
Some travel required
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.
Internal Number: 223903BR
About Charter Communications
Our organization is one filled with a diverse group of hardworking people. They’re committed to helping us grow, and we’re committed to growing with them. Because making sure everyone reaches their full potential is a key part of our mission.
At Spectrum, employee wellness, comprehensive medical coverage and educational and development opportunities are of the utmost importance. Employees are also eligible for select complimentary products and services.
We’re proud to join our employees in their career journeys. Our roles are designed to develop people’s skills and keep them moving forward to the next big thing. Whether it’s in the office or off-site, there are plenty of possibilities with a Spectrum career.
Spectrum is committed to improving communities and impacting lives where our customers and employees live, work and play.
Our national philanthropic initiative, Spectrum Housing Assist, partners with nonprofit organizations and engages employees & community volunteers in order to provide critical homes repairs across the United States. We’ve set a goal to improve 25,000 homes by the year 2020. Chart our progre...ss and join us in this exciting journey by visiting our Spectrum Housing Assist website to see how our employees are improving communities and impacting lives.
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