Sr. Analyst, Customer Experience Strategy & Operations

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating 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. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for delivering optimization projects that transform CX across the Pay, Change, and Leave Journeys for our customers. Partners with multiple cross-functional teams and influential stakeholders to uncover and solve current journey challenges, identifying solutions and designing innovative Test & Learn opportunities that drive swift and impactful enhancements. Passionately contributes to crafting and aligning strategic journey programs, ensuring that every project resonates with the business's core objectives and principles. Energizes the Pay, Change, and Leave Journeys by facilitating projects that revolutionize the customer and agent experiences, making every interaction seamless and engaging.

Job Description

Core Responsibilities

• Completes assessments of new optimization project intakes and document each of the following areas: problem statements, objectives, process flows, gap analyses, solution recommendations and business impact.
• Actively manage, track status, and report out on all assigned Journey programs by providing project readouts with deployment status, accomplishments, key upcoming activities/milestones, risks, dependencies and impact analysis.
• Follows repeatable, scalable, plans and processes in order to speed time to market and improve operational efficiency of optimization deliverables.
• Interacts closely with cross-functional teams and stakeholders (both corporate and division) to provide awareness and secure alignment.
• 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.

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, …