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Senior Director, Customer Experience Analytics & Insights
Comcast
Philadelphia, PA, United States
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Senior Director, Customer Experience Analytics & Insights- Xfinity Mobile
Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences and now, we're going wireless. We're completely disrupting the end-to-end mobile experience. These services will leverage Comcast's 27M subscriber relationships, 18M WiFi hotspots, and the award-winning X1 Entertainment OS to deliver a simple and elegant mobile experience.
As a Fortune 50 leader, we set the pace in a variety of 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.
Delivering our customers an awesome experience is critical to our success. Our new mobile division is looking for forward-thinking team members to help bolster a customer experience that people love and trust mainly by engaging and equipping our employees with the right information, tools and resources to do so.
The Senior Director, Customer Experience Analytics and Insights, will report into the Executive Director, Customer Experience and oversee the mining and reconciliation of all customer experience data inputs and provide analysis around key insights that will lead to employee and customer experience improvement. This positon will also take lead in standing up any additional data capture methods and be the source of truth for all Cx data reporting and insights.
CORE RESPONSIBILITIES
• Analyses and Response Approach around the following:
◦ Experience Dissatisfaction Drivers
◦ Elevations
◦ eNPS Scores/Themes
• Business Case and KPI Development
• Cross Functional Stakeholder Socialization and Alignment
• Customer Journey Mapping and Monitoring
• Customer Experience Survey Lead
• Oversee the Monitoring and Reconciliation of Cx data to provide a holistic view of customer and employee sentiment:
◦ Listening Posts including NPS, Social, Consumer and Front Line Panels
◦ Elevations
◦ New Program Deployments and their impacts
• Publish Cx Metrics Dashboard regularly/share data learning across stakeholder teams
REQUIREMENTS
• Bachelor's Degree required; MBA preferred
• 10plus years related experience in technology, data analysis, insights and reporting as well as program management
• Self-starter with experience managing multiple projects across matrixed teams
• Superb follow-through, problem-solving and communications skills
• Ability to think strategically while driving tactical execution
• Professional with mature business judgment and strong collaborative style
• Willingness to travel up to 25%
Comcast is an EOE/Veterans/Disabled/LGBT employer