Director, User Experience & Usability at Comcast

| Philadelphia, PA
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Comcast Business offers technology solutions ranging from Ethernet, internet, and WiFi connectivity to voice, television, and managed Enterprise solutions to power businesses of all sizes to perform better. From small businesses to mid-market and large Enterprise organizations, Comcast Business serves business customers across the country. Powered by an advanced, Gig-speed network and backed by 24/7 technical support, Comcast Business is one of the largest contributors to the growth of Comcast Cable. The organization is the nation's largest cable provider to small and mid-size businesses and has emerged as a force in the Enterprise market, recognized by leading industry associations as one of the fastest growing provider of Ethernet services."

Job Summary
The Customer & Digital Experience (CDX) group of Comcast Business is transforming how new and existing Small, Medium, Mid-Market, and Enterprise business customers establish and grow a long-lasting relationship with Comcast through the full end-to-end customer life cycle, from sales, to customer onboarding, ongoing account management and support.

The Comcast Business Experience Design (XD) team within CDX collaborates closely with Marketing, Sales, Product Management, Customer Experience, Content, and Development counterparts to define and design the end digital product, with a stellar customer experience at the forefront of every decision.

As a Director of User Experience & Usability on the Experience Design team, you'll report to the Executive Creative Director and will be responsible for gathering qualitative insights to inform the product and experience designs across our end-to-end prospect and customer journeys focused on our digital properties - ComcastBusiness.com, Enterprise portals, and our mobile app experiences.

You will be an expert in communicating objective insights to executive audiences, and translating findings into actionable recommendations for the Experience Design team.

In this role, you're expected to present to executive leadership as well as be hands-on. A portfolio of recent work is required. Recent B2B experience is a plus
Job Description

Core Responsibilities
  • Lead teams to plan and conduct qualitative user experience studies with an expertise in both moderated and unmoderated usability and card sorting tests using remote tools such as usertesting.com
  • Guide team members and partners in test planning, alignment, execution, analysis, and follow-up
  • Communicate objective insights to executive audiences, and translate findings into actionable recommendations for the Experience Design team.
  • Compiles reports to provide strategic recommendations to product and design teams to improve the user experience.
  • Define standards and best practices for a mature testing function
  • Coach and mentor more junior team members
  • Provide accurate estimation and prioritization of work items for the team
  • Develop effective systems for understanding and incorporating customer and business needs into the product development process.
  • Participate in project definition activities and cross-team exercises to outline and document project scope.
  • Partner with other insight driven groups within Comcast Business, such as Marketing Research and Digital Product Analytics to tell a broader product story for stakeholders.
  • Communicate to all levels of the organization through facilitating intake sessions, conducting walkthroughs, and presenting work to senior leadership.
  • Ensure a positive, collaborative cross-functional atmosphere and process across all of Comcast
  • 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.

Qualifications:
  • Possesses strong executive presence- can present to C-Suite, command a room, and tell the story behind every experience.
  • Develops strong partnerships with Product Management, Business, MarCom, Brand, Sales, Customer Experience, Content and Development stakeholders to define shared vision and goals.
  • Demonstrated ability to explain the benefits of user experience testing and integrate within the design planning, estimation, and prioritization process
  • 10+ years of experience planning and executing user experience studies
  • At least 2 years of leading a team within a cross-functional organization
  • Ability to lead multiple projects at once, demonstrating the agility needed to deliver on time and to standard.
  • Understanding of usability and accessibility standards and principles.
  • Leads and mentors teams, and is also hands-on.
  • Superior communication and leadership skills.
  • Outstanding facilitation, brainstorming and collaboration skills - team builder and collaborator.
  • Experience managing both in-house talent as well as external agencies, and related budgets.
  • Familiarity with fundamentals of web and mobile OS.
  • Excellent written and spoken communication skills (both technical and non-technical).
  • Awareness of industry and competitor best practices.


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.


Disclaimer:

  • 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.

Education

Bachelor's Degree

Relevant Work Experience

10 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.
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 392 open jobs at Comcast, click here.
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