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Senior Director of Customer Experience - Product Management
Comcast
Philadelphia, PA, United States
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The Customer Experience (CX) team is designing the ideal customer experience. This includes rethinking processes, policies, products and interaction models. Importantly, designing an ideal customer experience means evaluating the current experience, then applying the latest technologies and best practices to improve the experience.
The Senior Director, Customer Experience, Solutions is responsible for defining and executing complex, cross-functional prototype and full-scale technical solutions to improve the customer experience. These solutions will combine an understanding of product, technology, process, and policy with a hyper-focus on the customer perspective to enable new and more convenient interaction models. The desired end result is a transformative customer experience that redefines expectations about what is possible from Comcast.
THIS ROLE REQUIRES
• Ability to view the 'big picture' of challenges impacting the customer experience, including the technical, functional, process, and policy considerations and to creatively define solutions to those challenges
• A go-to-market mindset that is focused on creating a new customer-focused experience and delivering it to customers in an immediate timeframe
• A deep understanding of what is possible with today's technology and products, and the ability to anticipate what is coming down the line
• Persuasive story-telling capabilities to enlist support for initiatives, drive home importance, and ignite enthusiasm to execute
• Analytics skills to mine data to identify opportunities for continuous improvement based on customer pain points
• A strong commitment and sense of ownership to propel new product features to fruition
THIS ROLE WILL
• Partner with diverse groups such as development, design, business unit and care teams to prototype and scale CX solutions based on feasibility and viability
• Work collaboratively with other CX teams, including strategy, analytics, and process design
• Evaluate and prototype platforms and solutions via internal development and/or third-party partners to complete Comcast's end-state customer experience vision
• Advocate for customers and the experiences being developed
KEY COMPETENCIES INCLUDE
• Building strong work relationships, confronting or challenging others in an open and respectful manner, and adjusting to how individuals function and react
• Ability to thrive by influencing partnersand driving alignment to meet identified goals
• Ability to quickly evaluate, adapt, and apply new technologies such as Machine Intelligence and Natural Language Processing to customer experience focused solutions
• Strong analytical skills, including recognizing patterns in data, information, or events, drawing logical conclusions, and making recommendations for action
• Clear and consistent communication, both sending and receiving
• Self-motivation and initiative to take the lead in getting the job done in an effective and efficient manner and accepting responsibility for personal actions, results, and costs
• Ability to adopt the customer's perspective when defining new initiatives and product features
RESPONSIBILITES
• Drive processes to identify and correct gaps in the customer experience based upon operational challenges / metrics and direct and indirect customer feedback
• Collaborates with cross-functional teams to launch new services, features and enhancements on time and within budget. Serves as a subject-matter expert for the overall customer experience
• Assesses needs and opportunities for new/innovative customer experiences through industry research and feasibility analysis. Manages, gathers, and analyzes internal and competitive intelligence data for customer interaction trends and product utilization
• Participates in product modification, cost reduction, margin analysis, advertising and promotion, forecasting, product positioning and pricing strategies
• Develops goals, budget and strategic business plans. Recommends ways to expand sales and profitability
• Manages the product planning and scheduling process according to sales volume, inventory requirements and materials availability
• Develops and manages CX product offerings to customers as well as working with other groups within the company to develop and support cross-functional strategy and product rollouts
• Assists in developing product roadmaps, feature definition and identifies new product offerings
• Identifies and gathers potential CX product ideas, technologies, and business opportunities that can be integrated into the current product line and recommends exploration of future products and opportunities
• Consistently exercises 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
• Travel to field locations to support focus group, training activities, and internal awareness
• Other duties and responsibilities as assigned
QUALIFICATIONS
• Bachelors Degree or Equivalent
• Generally requires 10 plus years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer