Digital Transformation Lead

Are you a creative problem-solver? Do you thrive on change, constant growth, and leveraging technology to find solutions? If so, consider joining the Service Transformation team at Spectrum. At Spectrum, we keep millions of customers connected across our 41-state footprint. Our Service Transformation team digs into what causes customer pain points and how to fix them. We use cutting-edge technology to
help solve real problems. Our personalized, customer-centered approach helps deliver the exceptional services and experiences Spectrum is known.

BE PART OF THE CONNECTION

As a Principal, Digital Service and CX on the Service Transformation team, you'll lead end-to-end customer centric digital transformation initiatives, translating business strategy into clearly defined processes, requirements, and execution roadmaps.

HOW YOU'LL MAKE AN IMPACT

• Contribute thought leadership to drive the definition and delivery of new product enhancements and experiences within call centers and customer self-service channels while ensuring new product enhancements are usable, smart and industry leading.
• Apply industry benchmarks, best practices, and emerging trends to shape future-state designs and challenge status quo
• Own requirements definition across complex initiatives, including problem framing, use case development, success metrics, and dependency mapping
• Analyze data, reporting, and insights across multiple sources to identify opportunities, gaps, and risks within existing workflows and platforms
• Influence without authority, ensuring adoption of standardized processes and governance models
• Establish success metrics and monitor post-implementation performance to ensure measurable business impact

You'll work in a fast-paced, dynamic office environment partnering with business and technology leaders to define current-state and future-state processes, ensuring scalability, efficiency, and alignment with enterprise goals. This role is pivotal in analyzing the latest technology trends within call centers and customer self-service functional domains. You'll thrive in this role if you can develop and maintain a comprehensive understanding of Spectrum's business model, growth strategies, and organizational structure as well as synthesize quantitative and qualitative insights to identify transformation opportunities, prioritize initiatives, and recommend actionable solutions.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience:
  • Business analysis or related experience: 10+ years
• Education:
  
  • Bachelor's degree in business or related field or equivalent combination of education and experience
• Abilities:
  
  • Make decisions and solve problems while working under pressure
  • Manage, prioritize, organize, and deliver against several initiatives and complex projects simultaneously
  • Demonstrated ability to communicate complex technical concepts to all levels of an organization
  • Demonstrated ability to leverage critical thinking, data-driven research, and storytelling skills to guide and influence executive leadership
  • Demonstrated in-depth ability to analyze, interpret and present data to identify high impact business problems/opportunities
• Skills:
  
  • Proven experience leading enterprise- scale digital transformation or process modernization initiatives
  • Strong expertise in process design, requirements definition, and business analysis
  • Deep understanding of industry benchmarks, operating models, and best practices across digital platforms and processes
  • Executive - level communication skills with the ability to simplify complexity and influence senior stakeholders
  • Use of software applications such as Tableau, Visio, Microsoft Project, Excel, PowerPoint
  • Demonstrated knowledge of product development strategies, product features priority management and business and technical consultanc
  • Comfortable operating in ambiguous environments and driving clarity and structure

Preferred Qualifications

• Experience:
  
  • Product lifecycle Management, cross functional change management, Data driven decision- making
• Knowledge:
  
  • Communications, Media & Entertainment sectors