Meet Nicole: Director of Customer Experience

Nicole Jackson is a Director of Customer Experience where she leads teams supporting both Freedom Region billing inquiries and corporate escalations. 

Why did you decide to join Comcast?

Prior to joining Comcast, I had a 20-year career in banking. I started my journey as an agent in an inbound call center and held various roles throughout the organization including a Vice President role in Compliance. 

An opportunity presented itself at Comcast and I joined the team. Comcast was beginning to embark on the journey of reinventing the customer experience and I wanted to be a part of that. Working for a technology company, especially one that moves as fast as Comcast affords everyone the opportunity to be innovative. I am extremely proud that I have been able to make a successful transition from banking to Comcast.

What’s a typical day like for you?
I typically wake up around 6:30 am (and if it’s a good day I’ll hop on the treadmill!) then I’ll start my workday with an 830 meeting with peers. The balance of my day is spent in meetings and touchpoints with my team. Because of the nature of what I do, there is no typical day. When managing corporate escalations, there are “fires” that need to be put out that can interrupt the flow of your day – but that is the nature of the business. There are times I must pivot quickly from fire prevention to firefighting – I have an awesome team, but if the escalation requires my attention, I redirect my focus to address the needs of the customer.

What do you do for fun?
I enjoy reading about topics such as leadership and personal development and spending time with family and friends. On a nice day I can be found riding my Harley Davidson motorcycle. 

Is there anything that might surprise people about what you do?

The assumption I think people make about most leaders is that we simply tell people what to do all day.  But nothing could be further from the truth. Effective leadership is rooted in teamwork, collaboration, and authenticity. 

I believe personally that I have two sets of customers. I have the internal customers who are the managers, the supervisors and agents that I believe that I work for. And then there’s also our customer base. But if I don't make sure that my internal customer is satisfied, how am I going to make sure that the external customer is satisfied? I think people have this vision that we put customer needs before employee needs. But I think that they hold equal weight in this organization. 

What have you been able to accomplish with BEN (Black Employee Network) that you are proud of?
I am most proud of assisting with the launch of BEN in the Freedom region.  BEN provides a safe space for employees of color to explore and discuss topics that impact their lives both personally and professionally. ERG’s allow employees of all backgrounds to experience conversations they may not otherwise be privy too. The conversations that occur result in driving awareness, deepening allyship and shed light the biases that exist.