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.

• 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.

• 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

• 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

• 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