Job SummaryAbout Our Team As part of a company-wide effort to continually improve the customer experience, the Consumer Experience Operations Team was established by combining our strategic analytics, journey quality, testing, data operations, and customer experience intelligence capabilities into one group. Our mission is to ensure the Connectivity & Consumer Experience Organization is on the path to delivering the right financial, customer, and strategic goals through data-driven insights, testing, and journey performance monitoring.
Role and Responsibilities
The Data Operations and Journey Analytics Manager will play a key role in helping drive and advocate a data-first culture and discipline throughout Xfinity by utilizing data, developing customer insights and strategic analytics. This role involves developing strong relationships with key cross-functional partners and building a deep knowledge across Xfinity digital, CX, Customer Care, Product, Technology, Data Management, and Business Intelligence. Top responsibilities include:
Program manage customer journey analytics tools. This includes working with data engineering partners to build ETL pipelines, transform data, automate quality checks, and manage vendor relationships
Consult with leaders and product teams on how to how to best measure call-to-actions, fallout rates, containment rates, and cross-channel customer journeys.
Provide actionable insights to improve the customer experience and NPS scores by analyzing customer interaction data. This includes digital, calls, chats, chat-bots, and NPS data.
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) and overtime as necessary.
Other duties and responsibilities as assigned.
The ideal candidate will be an experienced data and analytics leader with strong service center acumen. This person will have the ability to influence and build relationships with partner teams, transform unstructured data into actionable analyses, and deliver data-driven insights to leaders.
BA/BS in Business/Data Analytics, Data Science, or related field
Solid understanding data concepts (databases, schemas, data lakes, ETL, data quality, etc)
Intermediate/Advanced knowledge of SQL is a must
Experience creating and sharing data visualizations (e.g. Tableau)
Ability to consult with stakeholders across all levels to gather requirements and translate them into tech-specs and metrics
Ability to draw actionable insights from unstructured data and to deliver the story to senior leaders
Familiarity with big data technologies such as Hadoop and AWS
Ability and willingness to learn new skills necessary to deliver value
Knowledge of Adobe Analytics and/or Google Analytics is a plus
Experience owning and managing data analytics programs is a plus
Employees at all levels are expected to:
Understand our Operating Principles; make them the guidelines for how you do your job.
Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
Win as a team - make big things happen by working together and being open to new ideas.
Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
Drive results and growth.
Respect and promote inclusion & diversity.
Do what's right for each other, our customers, investors and our communities.
This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is an EOE/Veterans/Disabled/LGBT employer.
Relevant Work Experience
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.