Address
Form of workComcast 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
The Customer Experience Process Improvement Analyst will focus on driving deep insights of Customer Experiences connected to Comcast's Net Promoter Score (NPS) results, work practices, Customer Experience Journeys, business initiatives, and frontline customer interactions to drive movement in Greater Chicago Region Net Promoter Score/Customer Experience and employee experience results; and process improvement outcomes through partnerships and collaborationJob Description
Core Responsibilities
Develops and leads regional NPS data analysis and reporting that spans multiple areas of the business for ongoing performance management and supports customer facing teams to energize and reinforce NPS work practices and quality behaviors.
Partners with business unit front line leadership and business unit process improvement teams to listen and learn about day-to-day Customer Experience activities that touch our customers and drives promoters, passives, and detractors.
Develops and documents Customer Experience tactics, collects results and lessons learned to share with partners for best practices growth adoption, implementation, and improvement.
Deconstructs NPS and business metrics and analytics to recommend improvement actions based on data, observations, and case study outcomes to enhance the Customer Experience, improve efficiency, and drive loyalty.
Completes assessment of CX related processes and analytics using process improvement models and techniques, such as root cause analysis and/or gap analysis, to contribute to effective problem solving and process improvement ideation.
Contributes to and/or develops business cases for elevation ideas and submissions. Supports elevation SLA management.
Supports sustainment efforts to reinforce NPS work practices such as Callbacks, Huddles, Feedback loops, Elevations across the region; including supporting new hire orientation on NPS and new leader training on Comcast's NPS work practices and NPS tools such as Medallia and Jira.
Uses and evaluates Customer Experience journey maps, metrics, and quality behaviors such as S4X, TRUST, Awesome Experience as they align to Company's operational plans and tactical/strategic goals.
Partners with Division Customer Experience and Business Intelligence teams; and Regional Human Resources peers to identify regional and enterprise level Customer Experience opportunities based on data analytics and customer feedback.
Conduct as needed studies to identify customer pain points and generate process improvement ideas.
Act as a Customer Experience and NPS Champion, Advocate and Catalyst.
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 flawless digital options at every touchpoint, and make them promoters of our products and services.
- Know your stuff - be hardworking learners, users and advocates of our groundbreaking 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.
- Get results and growth.
- Respect and promote inclusion & diversity.
- Do what's right for each other, our customers, investors and our communities.
Disclaimer:
- This information has been crafted to indicate the general nature and level of work performed by employees in this role. It is not crafted to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.
Education
Bachelor's Degree
While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.
Relevant Work Experience
2-5 Years
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.
