Digital NPS & Insights Sr. Analyst at Comcast (Philadelphia, PA)

| Philadelphia, PA
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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
Our mission in the Digital Experience and Platforms (DXP) organization is to create converged experiences and transform our underlying capabilities so that we can solve our customers' problems digitally, foster greater trust, and drive business value.

The Sr. Analyst of Digital NPS & CX Journey Insights will be responsible for identifying customer pain points that need a deeper analysis by using Quantum Metric and tNPS, driving optimizations found in customer journey audits with the service playbook team and promoting NPS callbacks within the DXP organization. We are looking for an outgoing, self-starter with strong analytical skills and the passion for both product and operations, as well as customer experience. You will partner closely with our customer experience operations, journey, division and experience leads to identify opportunities to improve the customer experience across unassisted channels such as Xfinity Assistant, Dotcom, IVR and Xfinity App.

Job Description

Core Responsibilities
  • Utilize tNPS action IDs, customer verbatims data and Quantum Metric to identify pain points, potential issues and areas to conduct customer journey audits
  • Conduct customer journey audit testing & document observations in team's Jira board
  • Assist in creating unassisted channel audit presentations and pulling together the story to help drive optimizations and opportunities for A/B testing
  • Identify supporting data to create business cases to help prioritize findings for experimentation & optimizations
  • Retest experiences as issues or observations are fixed and monitor with NPS analyst for improvements in KPIs
  • Champion NPS Callback program for the DXP organization to promote customer callbacks
  • A strong team player, confident in using strategy and vision to align teams around common goals and a roadmap.
  • 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.

  • Bachelor's degree or equivalent practical experience
  • 2-5 years of experience or work equivalent in product management, customer experience operations, finance, analytics, or related field.
  • Must possess a curious, analytical mind-set as well as the ability to synthesize information and execute on strategy and plans.
  • Experience with digital data platforms and dashboards including but not limited to Adobe, Pointillist, Tableau, Medallia & Quantum Metric
  • Experience in telling the customer experience story via visually engaging presentations
  • Experience working with multiple stakeholders and driving cross-functional teams to deliver fallout and customer improvements
  • Ideally has experience with digital tools, including chatbots, dotcom support, automated phone systems, or service apps
  • Experience with creating business cases and customer impact analyses and presenting information visually to all levels of management
  • Ability to thrive in ambiguity to solve problems
  • Strong project management skills
  • Excellent communication skills both written and verbal

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.

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 benefits summary on our careers site for more details.

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.

Certifications (if applicable)

Relative Work Experience
5-7 Years

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, or any other basis protected by applicable law.
More Information on Comcast
Comcast operates in the Digital Media industry. The company is located in Philadelphia, PA, New York, NY, Universal Parks & Resorts, FL, Miami, FL, Universal City, CA and Sunnyvale, CA. Comcast was founded in 1963. It has 68848 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 340 open jobs at Comcast, click here.
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