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Director, Customer Experience
Comcast
Centennial, CO, United States
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Job Summary:
Responsible for providing leadership to a cross-functional team and business partners that will manage the strategic process transformation effort across all business lines for the Company. Acts as a leader and influencer of internal and external partners that drive the direction for the best-in-class customer experience operating models and practices. The director will lead the team responsible for defining the aspects of technology, people, and processes for B2B customer experience. This includes a focus on planning, change management, and communications.
Primary Responsibilities:
• Will work dispersed teams including sales, marketing, operations, billing and IT to define solutions and ensure successful deployment of initiatives that create a model customer experience for small, medium and large business customers
• Perform industry analysis as required to identify competitive benchmarks for customer expectations for corporate business customers by different customer segment types.
• Define and deploy business solutions across all functions within the company that drive optimal customer touch points throughout the life cycle of the business customer
• Defines cause and effect scenarios based on customer and employee feedback data from various industry survey engines
• Creates business strategy for sales, marketing and operational teams to align customer expectations with defined and updated business practices
Core Responsibilities:
• Accountable for defining future state best-in-class' solutions and ensuring the successful deployment for all of the operational components for the strategic systems. Focus areas include Sales, Marketing, and ordering service.
• Reduces variation from processes so that simplification is obtained and operational efficiencies are gained.
• Creates clearly defined and mutually agreeable success metrics for each new system or process and establishes a plan to track, monitor, and measure the success of those metrics.
• Uses a methodical yet collaborative approach to each project by:
1) Measuring the process and questioning the capability and quality
2) Defining the problem statement
3) Performing a gap analysis between the customers' expectation and current process performance
4) Standardizing solutions around best practices
5) Repeating the steps for continuous improvement.
• Develops repeatable, and thus scalable, plans and processes in order to speed time to market and improve operational efficiency.
• Interacts closely with a matrixed cross-functional team (both field and corporate) in order to secure alignment and solution excellence.
• Fosters an environment of empowerment, openness, inclusion, and objectivity all while striving to deliver solutions that benefit the entire organization.
• Works with our HR counterparts and identifies plans for change management, communication, and training needs.
• Responsible for all commitments within assigned organization and dependencies across the department.
• 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.
• Other duties and responsibilities as assigned.
Job Specification:
• Bachelors Degree or Equivalent
• Generally requires 10+ years related experience
• Requires 5+ years experience supporting B2B customers in a marketing, operations or sales support capacity
• Requires proven skills in large program management and leading cross functional teams in a matrix management environment
• Requires proven ability to present solutions to multiple levels of leadership including executive leaders
Additional Requirements:
• Preferred experience with the deployment and sustainment of industry customer experience survey models and tools such as Net Promotor System
Comcast is an EOE/Veterans/Disabled/LGBT employer