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VP, Digital Customer Development
Comcast
Philadelphia, PA, United States
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Summary
The VP, Customer Development is a transformational role that will serve as a critical part of the digital team. This is a high impact and high visibility role in the organization with the mandate to help transform the way that Comcast Customers use digital tools to manage their Comcast account and service for both Residential and Business customers. This individual will be responsible for identifying, creating and managing customer facing tools that enable a full digital lifecycle management (account management, plan management, self-service repair) through all digital channels. The primary responsibility is for the overall customer product development for xfinity.com and syndicating the features across various platforms (web, mobile, employee tools, IVR). The VP, Customer Development will become an integral part of the company, working closely with the marketing, technology, retail, and call center teams to deliver on the Self Service goals. The successful candidate will uncover key insights and develop product strategies to enhance the value of the customer journey, while maximizing our key metrics.
Primary Responsibilities
• Manage and develop a team of product managers to support the capability needs required for the outlined experiences.
• Partner with Divisional and Corporate teams to maximize the overall customer experience across multiple channels
• Monitors long-range product planning, and for identifying and directing the development of new products
• Identifies potential competing/disruptive technologies or product substitutes and develops strategy to address as part of roadmap
• Defines, Directs, establishes, maintains, and plans the overall policies and goals for customer development team
• Develop management reporting and use analytic tools to gauge, monitor and pinpoint areas for improvement.
• Manage the complete product lifecycle for the customer experiences
• Develop and execute the product roadmap, including strategies and product enhancements to increase value and customer success rates
• Bring new technologies that help execute on the roadmap as well as reduce manual employee intervention
• Create impact analysis of products and enhancements delivered
• Define and prioritize enhancements to Digital Customer experiences
• Manage product budgets, financials and P & Ls
• Develop process and development improvement strategies through coordination with operations and development teams
• Management of each individual product lifecycle, from understanding a concept or the current state, assessing gaps, defining key capabilities, working across the organization to develop requirements, working with User Experience and Development teams to understand tradeoffs, through product launch and the ongoing management of the product post launch.
• Establish, maintain and manage to a set of simple and core scorecards measuring value of investments.
• Use market research, customer surveys, and web analytic data to understand customer and business needs, discovering latent gaps, identifying new opportunities to ultimately define a product roadmap.
• Serves as expert on best practices in self-service experiences for the product suite to continue to develop new opportunities, including analysis and documentation of competitor best practices.
• 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) as necessary.
Education Level
• Bachelor's Degree or Equivalent, MBA preferred
• Field of Study Business, Marketing, Engineering
Years Experience
• Generally requires 15+ years of related experience
Other Specific Skills
• Experience working in a matrixed environment in a senior-level role
• 7+ years of online/Digital experience
• Experience working for a large organization
• Ability to use Omniture SiteCatalyst
• Experience working in an Agile environment
• Demonstrated Team leadership and Development
• Deep understanding of Testing (A/B, multi-variant, etc)
• Demonstrated ability to grow business
Comcast is an EOE/Veterans/Disabled/LGBT employer