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Intern - Customer Experience
Comcast
Plymouth, MI, United States
Job Details - this job has expired, please see similar jobs below
Job Summary:
This job code is to be used for internships and co-ops. It is not to be used for temporary or contract workers.
Core Responsibilities:
• 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.
• Learn creation of weekly, monthly, and ad-hoc Customer Experience reports for the Heartland region and begin owning this
• Focus areas include Net promoter Score (NPS), transactional NPS (tNPS), relationship NPS (rNPS), Dissatisfaction, chronics, VOC, Time-to-Assist (TTA), Digital Penetration, X1 Penetration and other metrics that materially impact Customer Experience
• Prove or disprove hypotheses to drive Customer Experience improvements and use data and insights to validate hypotheses
• Blend quantitative insights with qualitative insights and functional knowledge to develop business cases and process improvement recommendations
• Work with cross-functional teams and subject-matter experts to validate analyses and recommendations
• Analyze data across the region and benchmark to other regions to identify trends and draw insights
• Identify issues, analyzes available data and information, and recommends changes to management
• Communicate analysis and findings in a compelling manner
• Acts as a Customer Experience and NPS Champion and Advocate
• Limited travel
• Other duties and responsibilities as assigned
Additional Requirements:
• Ability to balance competing priorities in a very dynamic/fast paced environment.
• Excellent planning, prioritizing and organizational skills required.
• Excellent written, verbal, and presentation skills required.
• Excellent meeting facilitation, planning and management skills required.
• Excellent analytical and quantitative skills.
• Demonstrated ability to work effectively across organizational boundaries.
• Working knowledge of PowerPoint, Excel, Word, and MS Project.
• Cable industry experience is highly desired but not required.
• Ability to use Tableau, SQL Server and other statistical tools strongly desired.
Job Specification:
Education Level :High School or Equivalent
Currently attending 4-year degree program or recent college graduates
Field of Study:Business, Marketing, Finance, Computer Science or related field
Certifications:N/A
Years' Experience:Generally requires 0-2 years related experience
Compliance:Comcast is an EEO/AA/Drug Free Workplace.
Comcast is an EOE/Veterans/Disabled/LGBT employer