Join our team and take your career to the next level. Windstream is a communications and technology solutions provider with operations in 48 states and the District of Columbia, generating about $6 billion in annual revenues. We provide IP-based voice and data services, MPLS networking, data center and managed hosting services and communication systems to businesses and government agencies. Windstream also delivers broadband, digital phone and high-definition TV services to residential customers primarily in rural areas and we operate a local and long-haul fiber optic network spanning 100,000 route miles.
This analyst provides voice of the customer insight and research to help drive key business decisions and marketing programs, and applies that research by designing and managing Windstream’s loyalty program. Research responsibilities include managing Windstream’s customer panel and partnering with our research agencies to track and report on NPS and brand effectiveness. Strategic responsibilities include defining the strategic objectives and key KPI for Windstream’s loyalty program, selecting a provider that meets those objectives, designing the program and rewards, developing business cases to prove in customer/company program benefits and tracking effectiveness of the program.
oManage the WINsight Customer Panel, an online panel of Windstream customers ready to give their feedback to Windstream. This includes: ensuring active customer engagement and continuous recruitment, executing studies and facilitating customer discussions to provide insight for marketing and customer experience improvements; executing updates to the panel members about how their feedbac is being used to drive business decisions.
oPartner with third party research agency to execute quarterly Net Promoter tracking studies and report on Net Promoter trends. Study internal data points to explain trends and perform root cause analysis.
oPartner with third party research agency to conduct regular brand tracking studies; develop and present results and recommendations to internal stakeholders and agency partners.
oDefine strategic and ongoing objectives as well as key KPI for a new Loyalty Program utilizing an understanding of customer research, business needs and brand objectives; work with program vendor and internal stakeholders to design rewards programs that align with overall program and company objectives.
oBuild business cases in support of loyalty program rewards and report results to the business.
oPartner with the other customer strategies analysts on the team to implement and execute the Loyalty program to ensure internal communications, customer communications and internal data integration fulfills strategic needs.
oManage the program execution on the Loyalty rewards website to optimize customer experience and participation in the program.
•Bachelors degree with 4 or more years of work experience
•MBA preferred or equivalent work experience
•Experience in conducting market/customer research studies preferred
•Proven skills in quantitative analysis
•Background in economics, finance, accounting, marketing or market research required
•Demonstrated effectiveness working cross-functionally
•Excellent written and verbal communication skills
•Exceptional problem solving and critical thinking skills
•Proficient in Excel and Microsoft Word
•Knowledge of wireline/wireless products and services.
•Ability to manage in a fast-paced environment and respond effectively to change
Minimum Requirements: Ability to communicate orally and in writing; apply known standards and guidelines to unusual or non-recurring events; analyze problems and/or information and formulate conclusions and recommendations; balance multiple priorities. Interpersonal skills. Financial and statistical acumen. Willingness to comply with all Windstream policies and procedures.
Education And Experience: College degree and 2-4 years professional level experience; or 6+ years professional level related experience; or an equivalent combination of education and professional level related experience required.
Professional Dues Reimbursement
Career Development and Training
Paid Time Off
Medical and Dental Insurance Options
Prescription Drug Plan and Vision Coverage
Pre-Tax Flexible Spending Accounts
401(k) Plan With Employer Match
Experience the benefits of a growing company
For all that you put into your job, you deserve the best in return. From a friendly, team-based environment to progressive salaries and health plans, our benefits work hard for you. See for yourself.
Employment at Windstream is subject to post offer, pre-employment drug testing. EOE/AAP Employer.
There is no relocation package offered for this position.
We offer competitive salaries, a comprehensive benefits package,
and opportunities to grow your career within an excellent working environment.
WINDSTREAM IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER
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