UX Digital Service & CX Analyst

Looking to shape the future of digital customer engagement? Join Spectrum’s Digital Service and Customer Experience team, where you’ll champion innovative solutions and deliver seamless self-service across every touch point. As a Customer Experience Design Strategy Analyst, you’ll contribute to CX Design efforts across products, services, and digital touchpoints, translating business requirements, customer insights, and newly combined capabilities into seamless end‑to‑end journeys.

This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.

How You’ll Make an Impact

• Support efforts to identify, simplify and improve the customer journey across all touch points
• Educate internal and external partners about Spectrum’s Digital Service and Customer Experience strategy
• Audit and analyze current experiences to surface pain points, gaps, and redundancies, then create clear design interventions to improve usability and satisfaction.
• Serve as a strong voice for the customer in projects, balancing empathy with business and operational priorities.
• Assist with synthesizing business requirements, customer research, data, and insights into actionable experience strategies, concepts, and design solutions.
• Design within complex ecosystems, balancing customer needs, operational realities, and technical constraints to create scalable, future ready solutions.
• Produce journey maps, service blueprints, wireframes, interaction models, prototypes, and visual designs that clearly communicate intent and direction.
• Help maintain design systems, patterns, and guidelines to ensure consistency, efficiency, and quality across touchpoints.
• Participate in usability testing and feedback loops, using insights to refine and continuously improve designs
• Independently manage recurring processes and day-to-day tasks for small to mid-size projects

What You’ll Bring to Spectrum

Required Qualifications

Education

• Bachelor’s degree or related field or equivalent experience

Experience

• 3+ years business analysis experience
• 3+ years telecommunications or technology/software product experience

Skills

• Passion for customer-centric solutions and delivering exceptional customer experiences
• Ability to apply business objectives to functional areas
• Strong written and verbal communication skills
• Rapid identification of business problems and opportunities
• Capacity to define key performance indicators and metrics
• Decision-making and problem-solving skills under pressure
• Effective prioritization and management of multiple projects
• Initiative and sound judgment in accomplishing duties
• Proficient use of personal computer and software applications such as Word, Excel, Visio
• Ability to partner with internal and external stakeholders including vendors
• Knowledge of process and project management

Preferred Qualifications

Education

• Bachelor’s degree in one of: Fine Arts, Cognitive Science/Psychology, Sociology, Business Administration, Interaction Design or equivalent experience- 3+ years

Experience

• 3+ years Product management, CX/UX Design, or CX/UX Strategy

Skills

• Ability to use Figma to create experience maps, prototypes, user flows, and proofs of concept
• Ability to design across complex ecosystems, thinking holistically about how products, services, channels, people, and processes work together.
• Ability to create intuitive interaction models, wireframes, prototypes, and polished visual designs that balance usability, accessibility, and brand.
• Comfort designing for future states, ambiguity, and change—balancing immediate delivery with long term CX vision and scalability.
• Familiarity with creating, applying, and scaling design systems, reusable components, and experience standards across touchpoints.