Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.
Job Summary
The Manager of Customer Experience and Process Improvement is responsible for leading and supporting programs to drive NPS growth, process efficiencies and customer journey improvements. Position will support the implementation of best-in-class operating models and practices in addition to defining a cohesive plan that captures critical aspects of technology, people, and process and will support the delivery with a focus on planning, analytics, change management, and communications. Key aspects of this role include ongoing process review, journey mapping and data analysis while working closely with various stakeholders across the organization and all levels to effectively carry out responsibilities. Responsible for ensuring end user readiness to integrate and adopt new technology and supporting processes into daily operations. Conducts on-site process analysis and deployment support in the areas of marketing readiness, user acceptance testing and live trial.
*Must reside within Comcast Heartland Region (MI-IN-KY)
Job Description
Core Responsibilities
- Acts as a Customer Experience and NPS Champion and Advocate.
- Primary responsibility for Net Promoter System sustainment and work practices in the region including – rNPS, tNPS, customer contacts, huddles, and elevations.
- Requires strong cross functional partnerships built through direct engagement with the groups supported (e.g. store visits, field observations, etc.)
- Collaborative development of plans with CX Leader for sustainment and improvement opportunities
- Follow through with execution and evaluation of activities’ impact on experience
- Creates root cause, process and gap analysis and residential/business customer journey mapping on customer and employee impacting processes and policies
- Develops recommendations to create simplification and operational efficiency that leads to growth, reduced churn and improved customer and employee experience
- Analyzes data across the region and benchmarks to other regions to identify trends and draw insights – primarily, but not limited to CX Performance Metrics (e.g. tNPS and rNPS)
- Ensures the smooth operation of the end-to-end elevations program within Heartland
- Contributes to the development and refinement of NPS and CX supporting tools
- Gathers and provides user feedback to tool owners and helps influence future systems enhancements
- Serves as the project manager for specific customer experience improvement initiatives within the region. For example, Customer Experience Week, Full Heart Fleet, Share the Love, Xfinity Love Recognition, etc.
- Understanding when and how to raise issues to senior leadership for further input
- Limited travel
- Consistent exercise of independent judgment and discretion in matters of significance.
- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
- Other duties and responsibilities as assigned.
Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines for how you do your job.
- Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
- Win as a team - make big things happen by working together and being open to new ideas.
- Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
- Drive results and growth.
- Respect and promote inclusion & diversity.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer:
- This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
Skills:
Customer Experience (CX); Net Promoter Score (NPS); Project Management; Process Improvements; Leading by Influence
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
5-7 Years
