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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. Manager of Quality Strategy & NPS (Net Promoter Score) is part of the Digital Strategy and Excellence team. This role will be responsible for both operational and strategic initiatives for gathering and actioning on customer feedback. Operational items include leading the foundational digital NPS reporting, readouts on NPS monitoring activities and maintenance of the survey ecosystem. Leading from the front, the Sr. Manager of Quality Strategy and NPS will have a heavy focus on driving process efficiencies and strategic evolutions in how we collect, share & act on digital customer feedback across service and sales experiences, both internally and with partners across the organization. This role is both data-led and requires a keen eye for connecting and finding impactful qualitative insights to drive customer experience improvements and business performance impact. As a people leader, this role and team will play a critical role in bringing the total quality story to life through keeping a pulse on CX feedback, raising new findings for actions that come directly from our customers, and connecting NPS impacts back to operational issues and new digital-impacting experience initiatives coming from across the organization.

Job Description

Core Responsibilities

• Oversees digital NPS management including:

• Partnering with business intelligence partners to generate weekly, monthly , and quarterly NPS fiscal reports

• Partnering with experience owners, within and outside of our immediate organization , as well as business intelligence p artners, to identify & forecast NPS impacts tied to critical launches & operational changes

• Pro-actively monitor NPS qualitative trends with verbatim reports and topic trend ing to report findings and enact appropriate action . Focus on high customer effort, high customer impact experiences

• Readout regularly on NPS insight packages with digital, care, technology and division partners while seeking input from partners on additional drivers & analysis .

• Collaborates heavily with the Quality team to aggregate and tie together findings and actions , turning insights into knowledge, from auditing and escalation activities , evangelizing the business impact & aiding in building a performance runway of ideas & levers to pull for the busines s

• Partnering with the Sr. Director of Quality , care organization and other NPS operational stakeholders , to champion the digital NPS strateg y and plan to evolve digital feedback touchpoints

• Focus on finding and implementing operational efficiencies in the cross-functional processes for capturing and acting on customer feedback, including leveraging AI (Artificial Intelligence) opportunities within internal and external tools

• Consults with key experience and platform owners on the evolution and implementation of experience context sharing, ensuring the NPS survey ecosystem is cared for as needed digital within new constructs

• As a team and people leader, focus on the team operating and engagement model. Ensuring we are tying into partner working models, maintaining roles and responsibilities clarity , and working effectively across our multitude of stakeholders

• 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

  Preferred Requirements

• Bachelor’s degree in business

• 7 - 10 years of experience in driving customer experience improvements, influencing and leading teams on complex initiatives, and leveraging both qualitative and quantitative insights to drive action, ideally in digital and e-commerce

• 6 years e xperience in leveraging data, and connecting it back to the business to tell a story, with the audience in mind

• 6 years experience working with multiple stakeholders and driving cross-functional teams to alignment and action, strong collaboration skills

• Experience with digital data platforms and dashboards including but not limited to Adobe, Looker, Tableau, Medallia & Quantum Metric s

• Experience in telling the customer experience story via visually engaging presentations

• Strong problem management skills, approaching opportunities creatively, strategically, and technically

• Excellent communication skills both written and verbal

• Strong project management skills

• Strong prioritization and time management s kills

• Proficiency in PowerPoint

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 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

7-10 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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.