Social Media Listening Analyst

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

About the Role

As a Social Media Listening Analyst (Business Analyst) at Spectrum, you will monitor, analyze, and interpret social media conversations, audience behavior, and digital trends to inform brand, marketing, customer experience, and communications strategies. Your insights will guide improvements across teams, processes, and planning, making a measurable impact on Spectrum’s success. You will combine social listening, performance reporting, competitive intelligence, and actionable insights to support business decisions and improve brand engagement across digital channels.

Responsibilities

• Collaborate with stakeholders to analyze business operations and propose solutions that support organizational goals in the social media domain.
• Evaluate policies and procedures to identify opportunities for enhanced processes and planning, including emerging issues, conversation spikes, and reputation risks, and communicate findings to relevant stakeholders in a timely manner.
• Monitor, compile, interpret, and present data from social media platforms, forums, blogs, review sites, and other digital channels for conversations related to Spectrum, its products and services, and the telecommunications industry.
• Create reports, charts, graphs, and presentations that help shape new business strategies using social listening and analytics tools to track brand mentions, campaign performance, keyword trends, share of voice, and competitive activity.
• Assess external market trends and data sources to deliver actionable recommendations to management, including competitive benchmarking to evaluate industry trends, customer perceptions, and market positioning across telecom competitors.
• Recommend improvements involving new technologies or alternative uses of existing technology, such as refining listening queries, taxonomy structures, tagging standards, and reporting methods to improve data quality and analytical accuracy.
• Provide insight into the effectiveness of campaigns, promotions, and messaging by measuring audience response and engagement trends.

Requirements

• Bachelor’s degree in business or related field or equivalent combination of education and experience.
• 2+ years of business analysis or related experience.

Skills

• Strong prioritization and organizational skills.
• Ability to work independently and collaboratively within teams.
• Capable of managing multiple projects and priorities simultaneously.
• Proficient in analyzing and interpreting data.
• Quickly identifies business opportunities and challenges.
• Effective verbal and written communication with all levels of management.
• Comprehensive knowledge of software applications including Word and Excel.

Preferred Qualifications

• Bachelor’s degree in Marketing, Communications, Business, Analytics, Data Science, Journalism, or a related field.
• 2–5 years of experience in social media analytics, social listening, digital insights, customer intelligence, or a related analytical role.
• Experience with social listening and analytics tools such as Sprinklr, Brandwatch, Talkwalker, Meltwater, Sprout Social, or similar platforms.
• Strong analytical and problem-solving skills, with the ability to synthesize large volumes of data into meaningful insights.
• Experience creating dashboards, reports, and presentations for business stakeholders and leadership audiences.
• Proficiency in Microsoft Excel and data visualization tools such as Tableau or Power BI.
• Strong knowledge of major social media and digital platforms, including X, Facebook, Instagram, TikTok, LinkedIn, YouTube, Reddit, and review platforms.
• Experience in telecommunications, broadband, wireless, cable, or another consumer services industry.
• Familiarity with voice-of-customer programs, reputation management, and customer experience analytics.
• Experience analyzing digital conversations related to outages, service disruptions, billing concerns, customer care, or product launches.
• Experience supporting crisis monitoring, escalation processes, or issue management.

Benefits

Spectrum offers a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.