CenturyLink Lead Analyst, Customer Experience in Denver, Colorado

CenturyLink (NYSE: CTL) at http://www.centurylink.com is a global communications and IT services company focused on connecting its customers to the power of the digital world. CenturyLink offers network and data systems management, big data analytics, managed security services, hosting, cloud, and IT consulting services. The company provides broadband, voice, video, advanced data and managed network services over a robust 265,000-route-mile U.S. fiber network and a 360,000-route-mile international transport network. Visit CenturyLink at http://www.centurylink.com/ for more information.

Job Summary

Currently, we are seeking qualified candidates for a Lead Analyst opening to join our Customer Experience team in Marketing.

What You Will Do

The Lead Analyst, Customer Experience – VoC Analytics & Insights, will be responsible for delivering impactful insights across the business, competitors and market segments. The position is a highly collaborative and consultative role that will support primary and secondary analytics and research. The ideal candidate will be familiar with brand tracking and customer experience measurement, specifically Net Promoter Score (NPS) methodology. Most importantly, this individual will need to regularly synthesize the data into actionable insights and recommendations. This person must be high-energy, have the ability to clearly communicate to management and senior level executives, and be passionately inquisitive. The Lead Analyst must be a self-starter, well organized, advanced in Microsoft Excel and PowerPoint, and have a strong analytical background. Exceptional verbal and written communication skills and ability to tell stories with data is critical. This role requires an organized, detail-oriented individual who can successfully manage multiple projects in a fast-paced, rapidly changing environment.

The Customer Experience (CX) team shapes the strategic direction of the company, with a strong focus on driving long-term profitable growth. The team serves as advisors to company leaders and addresses the key questions facing senior management, the board, and the company’s operating units. The team is also responsible for shaping the company’s strategic CX plans, anticipating opportunities and threats, and prioritizing initiatives and investments. The Lead Analyst will support projects, rooted in customer insights, to drive CenturyLink’s market evolution, product strategy, and/or overall CX strategy. The role of Customer Experience is to structure projects and provide problem-solving leadership, conduct analysis and research, develop recommendations, and communicate well-articulated conclusions to the company’s operational and leadership team.

Job Description

  • Ensure research projects are carefully aligned with business needs and insights are effectively leveraged with objectives

  • Analyze qualitative and quantitative research data results, reporting and presenting findings, and making insightful and actionable recommendations

  • Integrate relevant brand, customer experience (NPS) and market/business knowledge; drive advancement of our customer-centric strategy

  • Act as the customer advocate by identifying, prioritizing, and leading initiatives to improve the customer experience; be a subject matter and technical expert for all ad-hoc analysis and insights requests

  • Lead the design and implementation of research projects, working with Business Intelligence (BI) team and vendors, ensuring that that research solutions align with the organization’s needs

  • Maintain full project ownership in delivering mid to high complexity customer insights survey programs

  • Foster partnership and teamwork among various stakeholder groups in the pursuit of an improved customer experience

  • Manage own time and schedule with initiative and effectiveness, negotiating and prioritizing demands across multiple projects

Qualifications

  • Bachelor's degree or equivalent education and relevant experience.

  • 6+ years related experience.

  • Record of success and top-tier achievement in prior education and work experiences.

  • Excellent strategic problem solving and quantitative analysis capabilities.

  • Ability to conduct strategic analyses with limited guidance.

  • Experience using analytic tools like Business Objects, SAS, and SQL with strong basis in statistics and modeling is a plus.

  • Ability to plan and execute projects successfully.

  • Excellent oral and written communications and interpersonal skills.

  • Proven track record as a team player with strong business ethics.

  • Knowledge of technology or related industries preferable.

Preferred:

  • Master’s degree or equivalent education and relevant experience.

Education

Masters or Equivalent

Bachelors or Equivalent

Alternate Location: US-Colorado-Broomfield; US-Colorado-Denver; US-Kansas-New Century; US-Louisiana-Monroe

Requisition # : 194527

This job may require successful completion of an online assessment. A brief description of the assessments can be viewed on our website at http://find.centurylink.jobs/testguides/

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Disclaimer

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.