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Cable One, Inc. User Experience Designer (UX Designer) in Phoenix, Arizona

This job was posted by : For more information, please see: As an Experience Design Specialist I, you are helping create a better customer experience by working on finding ways to decrease the quantity and effect of problems within the enterprise to reduce outages and customer impact. Your role is focused on current events to reduce impact and time to repair and on trend analysis to identify problem areas within the enterprise to initiate and drive long-term preventative change.At Cable One and our family of companies, we keep our customers and associates connected to what matters. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.What this position does to contribute to the Company's success:Monitors trends of current customer contact rates based on Interactive VoiceResponse (IVR), ticketing systems, speech analytics, emails and other sourcesin order to apply deflection tactics and escalate to needed departments tominimize customer and call center impact.Performs trend analysis of past and present performance metrics in order toidentify areas where improvement is needed.Performs varied analyses on multiple data sources including, but not limited to,RF Plant performance, Plant Utilization, Ticketing System, and IVR.Passes recommendations to the proper departments to initiate processimprovement changes.Posts and tracks analysis of implemented changes to ensure success.Creates and communicates scorecards/ranking reports of tracked performancemetrics to generate awareness and visibility of success.Generates and provides reports regularly to multiple departments, such as localsystems, product groups, marketing, and call centers.Schedules work orders for local office field technicians according to businessrules based on priority and need. Identifies and tracks upcoming planned maintenances in order to implementdeflection tactics and minimize impact.This position has the expectation and responsibility to take on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization's Values.