Director Customer Experience Insights

Key Skills

AI Robotic systems, Data Analytics, Design, Effective communication skills, Management, Planning and organization

Job Description

Comcast Advertising functions as the umbrella group over Effectv (our advertising sales division) & FreeWheel (our media & technology arm). Who We Are: We are the Customer Experience Data & Systems team within Comcast Advertising & we’re working to build the infrastructure for collecting customer feedback & for delivering customer insights to our business partners.

In this role, you’ll be responsible for designing, building, and growing our Customer Experience (CX) Analytics function.

You will be at the intersection of customer experience and data analytics focusing on translating complex customer experience data, quantitative and qualitative, from a variety of sources into actionable insights and impactful projects.

With org-wide partnerships, the role will be critical in leading business analyses, providing insights on customer behavior and interactions with Comcast Advertising over time through a balanced metric set of growth, profitability, efficiency, and customer satisfaction (i.e., NPS, digital adoption, customer segmentation, customer effort, speed/cycle time, unit costs/expense, customer satisfaction/sentiment).

You will enable the Client Experience team to scale to meet the needs of customers and improve their experience through product, and experience insights.

You’ll be highly cross-functional, collaborating across teams to deliver innovative work. Through strategy and insights, you’ll be a critical contributor to making Comcast Advertising more customer centric.

What You'll Do:

• Provide overarching direction to the CX analytics team to align CX metrics with organizational metrics and help drive customer-centricity through the lens of CX insights.
• Influence major digital transformation programs including CRM to design customer experience friendly processes through data.
• Stand up analytical capabilities with the CX analytics team to bring together operational data with experience data including opportunities to bring in predictive analytics.
• Responsible for managing a comprehensive view of key metrics and tracking performance against targets across the customer experience improvement portfolio.
• Publish CX Metrics (NPS, Customer effort, digital adoption, etc.) Dashboard regularly/share data learning across stakeholder teams
• Present compelling customer insights using research findings and provide recommendations to stakeholders at senior management levels with focus on representing Voice of Customer in the room.
• Shape CX Analytics function with roadmap.
• Hire and develop a top tier analytics team.
• Work closely with cross-functional partners, especially Finance, Product & Engineering, to identify, prioritize and implement solutions.
• May employ tools such as BI, speech analysis, text analysis, or other advanced analytic tools to develop insight.
• Envisions use of and coordinates with data science professionals for development of statistical linkages, use of AI or other techniques.
• Develops updates to reflect status of activities; monitors progress against action plans; isolates initiative effectiveness key business outcomes.
• Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews.
• Contributes to team objectives and outcomes.
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent, and punctual attendance.
• Other duties and responsibilities as assigned.

What You'll Need:

• You have 10+ years working in data analytics and strategy, leading high-impact projects and high-performing analytics teams.
• Strong problem-solving skills; proven experience in improving business and/or CX processes.
• Experience with contact centers, customer satisfaction or CX data analysis is strongly preferred.
• You have 5+ years of people management experience with an enthusiastic and demonstrated commitment to equity and inclusion.
• Expertise with BI tools (Looker preferred, but not required), and extensive understanding and experience with Salesforce CRM. Experience with D365, Zendesk, Qualtrics and/or Marketo a huge plus.
• Strong analytical & statistical background and a real passion for mentoring and growing junior analysts.
• SQL proficiency highly preferred
• Customer obsessed and advocates for the voice of the customer and has a high level of empathy for our clients.
• Experience working in an environment where work activities and deliverables are dependent on a diverse group of technical and business functional experts.
• Naturally curious, self-starter who makes a habit of asking questions to drive decisions, and has the ability to identify, analyze, and solve ambiguous problems with attention to detail.
• You can grasp and communicate complex concepts to both technical and non-technical audiences and have a strong track record of bringing people together to solve problems.
• You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills.

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.

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: 15 Years +

Salary: Pay Range: This job can be performed in New York, with a Pay Range of $177,088.85 USD - $265,633.27 USD