Sr. Analyst, Care Strategy-Xumo

Xumo, a joint venture between Comcast and Charter Communications, was formed to develop and offer a next-generation streaming platform for the entire entertainment industry. The company consists of three primary lines of business: Xumo devices, Xumo Play, and Xumo Enterprise. Powered by Comcast's global entertainment platform, Xumo devices feature a world-class user interface with universal voice search capabilities, making it easy for consumers to find and enjoy their favorite streaming content. Xumo Play is a free ad-supported streaming TV (FAST) service offering hundreds of linear channels and on-demand options. Xumo Enterprise provides tools and services for content creators, distributors, and advertisers to make FAST content more accessible.
Job Summary
Responsible for a variety of programs involving business reengineering efforts that support our operations and customer experience, while recommending process improvements for Xumo. Works with a cross-functional team that encompasses quality, product, business development & engineering. Has in-depth experience, knowledge and skills in own discipline. Usually determines own work priorities.
Job Description
Additional Job Summary/Info:

• Business Analyst role to support & elevate the customer experience for Xumo subscribers.
• Ideal candidate will bring experience & understanding of competitor analysis & making recommendations.
• Ability to evaluate large set data to identify trends, anomalies, and suggested improvements. Bring out of the box thinking for product improvements-based data analysis. Use AI to pull together multiple data sources to drive quality & improve customer experience.
• Position is office based in Philadelphia, PA- 4 days/week & 1 day remote.

Core Responsibilities

• Leads analysis and design of existing and new business processes that span multiple areas of the organization, including Customer Operations, Sales Operations, Marketing, Training, Finance and Legal.
• Develops scalable processes to support and benefit the Company's architecture vision.
• Deconstructs technical concepts and metrics to facilitate process development.
• Helps to define success metrics for each new system or process and establishes a plan to track, monitor and measure the success of those metrics.
• Completes assessments of business processes and documents each of the following areas: problem statements, process flows, gap analyses and solution recommendations.
• Develops repeatable and thus scalable, plans and processes in order to speed time to market and improve operational efficiency.
• Interacts closely with matrixed cross-functional teams (both field and corporate) in order to secure alignment.
• Diagnoses, corrects and documents issues, risks and problems using Quality Assurance (QA) practices.
• 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, 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.
• Support a culture of inclusion in how you work and lead.
• 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 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.
Skills:
Ideation; Business Process Re-Engineering (BPR); Prioritization; Cross-Functional Teamwork; Process Improvements
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 to eligible employees. 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.
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
5-7 Years