Senior Manager, Customer Experience Strategy & Operations

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 Responsible for managing, gathering, analyzing and interpreting information sourced from various Customer Experience surveys. Reviews and produces research into key experience drivers & opportunity across both internal and external data sources. Manages teams which may include exempt and non-exempt employees. Serves as subject matter expert and provides guidance to employees as required. Job Description Core Responsibilities Oversees research focused on industry, interaction, product and experience drivers. Understands and interpret customer experience measurements. Interprets research data, analyzes trends, customer insights and strategy and makes recommendations to business based on findings. Present detailed quantitative analysis and qualitative insights to senior leadership in a manner that is easily interpreted and aids strategic and tactical decision making Works with divisions and regions to design data collection methods and analysis processes. Formulates and tests hypotheses, weighs alternatives, and determines appropriate recommendations for actionable insights. 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: Strong problem solving and critical thinking skills Capacity to effectively manage and prioritize projects and tasks in a dynamic environment with a high amount of ambiguity. Strong business acumen & demonstrated aptitude for analytics that incite action Proven ability to translate findings into actionable recommendations that solve client needs. Understands and applies various statistical concepts, research data, standards and practices. Proficient in statistical analysis and experimental design principles. Proficient with PowerPoint, Excel, Word, and MS Project. Bachelor’s Degree required, Master’s Degree or Equivalent experience preferred Generally, requires 5-10 years related experience 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 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 on our careers site for more details.