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Director, Customer Experience Analytics - New York, United States - Altice USA
Description
**Director, Customer Experience Analytics**
**Job ID:**
**Location:** 1 Court Square, Long Island City, NY
**Overview**
Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We're not the only ones who have seen it; we've recently been recognized by Forbes as one of America's Best Employers as well as by the Human Rights Campaign, Diversity Inc Magazine, and Cablefax for our diversity & inclusion program.
**Responsibilities**
**Overview**
This position will be the primary analytical lead for the Consumer Experience organization, providing reporting and analytics that will assist in evaluating product performance and customer experience as well as guide and shape strategy. The right candidate will be a storyteller; someone who can create, from complex data sets, concise, meaningful situational summaries appropriate for senior management consumption. Data will be at the core of the role. As such, the Director of Consumer Experience Analytics will work closely with Business Intelligence, Product Management, the broader Consumer Analytics organization, and other internal stakeholder groups to build refined and flexible data sets upon which the basis for reporting and analytics can be set to disseminate meaningful evaluation of product performance and customer experiences.
**This role will be responsible for:**
Collaborate with Consumer Experience Strategy team to develop appropriate measures to evaluate consumer experiences.
Work with Business Intelligence, Engineering, and other stakeholders to source data and build reporting and analysis
Proactive reporting to internal customers on daily, weekly, monthly trends to highlight what is working vs what is not.
Analyze customer segments to evaluate hot and cold spots.
Evaluate customer experiences across all products, platforms, and touch points.
Highlight areas of risk to plans and provide recommendations/guidance for mitigation.
Provide analytical support for strategy creation and evaluation.
Build and manage a small team of analysts.
Prioritize and balance multiple projects while fielding frequent ad hoc requests
**Measurements of Success/KPIs:**
Churn by category, customer segment and mix
Quality of Experience Scores
Contact rates
ARPU growth
Relationship NPS
Reduced cycle times for acquiring data and delivering analysis and reporting
Reports to VP Consumer Experience Analytics
Manages:
Small team of analysts
**Qualifications**
**Qualifications**
5+ years of experience in a financial or analytical role
Bachelor's degree in finance, business, quantitative analytics, information systems, or related field.
Advanced analytical skills and the ability to analyze qualitative and quantitative data
Demonstrated business and financial acumen
Advanced Excel experience
Advanced PowerPoint/presentation experience
Intermediate Tableau or related Business Intelligence Tool experience
Intermediate Alteryx Designer experience
Intermediate to advanced SQL experience
Python experience a plus
Advanced experience transforming large data sets into concise, meaningful information
Meticulous attention to detail building in mechanisms to ensure zero defects in all deliverables.
Ability to work in a fast-paced environment under tight deadlines
Willingness to seek opportunities to develop and execute plans that drive improvement and efficiency
Tireless desire to expand knowledge base and skill set
Altice USA is 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.
Altice USA, Inc. 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.
As a condition of employment, New York City requires all private-sector workers assigned to a location in the City to be vaccinated by December, 27, 2021. Accommodations may be available for religious or medical reasons; please visit our accommodations link on the AUSA Career Site.
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