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Senior Director, Customer Experience - Field & Crisis Communications
Comcast
Philadelphia, PA, United States
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SUMMARY
Responsible for developing strategy and executing customer communications for Crisis and Field-Requested Communications. Partners closely with the CX leads in the divisions and regions to assist in customer communications related to unplanned events such as natural disasters, product outages, billing errors, or security breach. Serves as a customer champion, looks for improvements opportunities in the communications experience and delivers communications that are clear, transparent, relevant and digital.
RESPONSIBILITIES
• Develops and oversees Customer Experience Communications for unplanned events, field and operational trials and CX initiated programs such as bill transformation.
• Creates a playbook for regional leaders to communicate with their customers in a more personalized fashion to humanize and localize the brand.
• Delivers quick turn direct to consumer tactics such as email, SMS and in product notifications for unplanned events such as natural disasters, product outages and billing errors.
• Oversees the development of broad-based consumer facing tactics such as online video, web pages and minimal TV and radio.
• Prioritizes and drives decisions on NPS Elevations assigned to the full Customer Communications Team.
• Serves as a CX Champion and strives to deliver the best Customer Experience in relation to Customer Communications and related tools.
• Must be comfortable presenting to large groups, conducting customer panels and writing internal and external communications.
• Must have strong writing and editing skills.
• Develops, mentors, and oversees staff.
• A successful candidate is one who enjoys a fast-paced environment which requires quick decision making, team collaboration and ideation.
• Must be available to work nights and weekends when in active crisis.
• Other duties and responsibilities as assigned.
DETAILED TASKS
• Crisis Communications
• RSVP Customer Communications Playbook
• NPS Elevations for Communications
• Festive Fleet Awards
• Customer in the Room (as needed)
• Credit Tool, Voice Remote Donation Playbook
• Close the Loop Communications (when new such as Tech Receipt)
QUALIFICATIONS
• Bachelor's Degree or Equivalent
• Generally requires 12 plus years related experience
Comcast is an EOE/Veterans/Disabled/LGBT employer