Lead Business Analyst - Chat Messaging

Are you a problem solver with a passion for enhancing digital customer experiences? Do you thrive in a fast-paced, collaborative environment where innovation and efficiency drive success? The Chat Messaging Customer Experience Product Team is looking for a self-motivated, tech-savvy professional who can analyze challenges, communicate effectively, and help optimize our chat platform to improve customer interactions. If you're eager to make an impact in digital servicing and automation, this could be the perfect fit for you!

At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Chat Messaging Customer Experience Product Team plays a key role in transforming digital interactions by optimizing self-service and live chat experiences. We leverage an AI-powered chatbot and seamless digital solutions to enhance customer support, reduce friction, and drive efficiency. Our work ensures that customers receive the best possible service, whether through automation or direct human assistance, reinforcing Spectrum's commitment to innovation and exceptional customer experiences.

BE PART OF THE CONNECTION

As a Lead Technical Business Analyst on the Chat Messaging Digital Servicing & Customer Experience Product Team, you will play a pivotal role in enhancing Spectrum's digital servicing experience by ensuring seamless product delivery, technical execution, and data integrity. You will drive agile methodologies, facilitate cross-functional collaboration, and uphold the accuracy of customer interaction data. Your contributions will optimize self-service capabilities, streamline agent support, and enhance AI-powered chat experiences, ensuring that every customer interaction is reliable, secure, and impactful.

WHAT OUR LEAD BUSINESS ANALYSTS ENJOY MOST

• Leading Agile Execution - Drive sprint planning, stand-ups, retrospectives, and backlog prioritization to ensure efficient and timely delivery of chat product enhancements.
• Optimizing Data Integrity - Maintain monitor, and improve data governance processes to ensure high-quality, accurate, and actionable data within the chat platform
• Cross-Functional Collaboration - Partner with product managers, business analysts, and engineering teams to bridge the gap between business requirements and technical implementation
• Driving Automation & Efficiency - Identify opportunities to enhance chat interactions, streamline workflows, and improve the performance of AI-powered customer support solutions
• Enhancing Reporting & Insights - Develop dashboards and reporting mechanisms that provide leadership with real-time insights into chat performance, agent efficiency, and customer interactions
• Ensuring System Reliability - Work closely with development and DevOps teams to monitor system health, resolve technical issues, and support continuous improvement initiatives
  
  

In this role you'll collaborate across teams to ensure seamless execution of product enhancements, drive agile processes, work with engineers on platform reliability, and aligning stakeholders on key priorities. If you enjoy problem-solving, technical leadership, and shaping the future of AI-driven chat experiences, this role is for you.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Business analysis or related experience: 7+ years
• Education: Bachelor's degree in business or related field or equivalent combination of education and experience
• Technical Skills: Comprehensive knowledge of software applications such as Word, Excel, PowerPoint, etc., Strong expertise in Agile methodologies; Scrum frameworks, and sprint execution; Experience managing technical delivery, software development lifecycles
• Abilities: Quickly identify business problems & opportunities, and translate into technical requirements; manage multiple projects; prioritize & organize effectively; analyze & interpret data; communicate clearly both orally and in writing; strong collaboration,

Preferred Qualifications

• Experience: Working with AI-powered chatbots, NLP models, digital servicing platforms, and self-service automation; telecommunications or customer engagement technologies
• Strong expertise in Agile methodologies, Scrum frameworks, and sprint execution, with experience using JIRA and Confluence.
• Experience managing technical delivery and software development lifecycles.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Data analytics and reporting experience using SQL, Tableau, and Power BI.
• Knowledge: Knowledge of API integrations and chatbot platforms (ASAPP preferred).

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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