Sr Manager, Marketing Analytics (Cx)

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

The Customer Experience (CX) Business Analytics Sr. Manager oversees the analytics and insights function for Customer Experience data initiatives operating within the Marketing organization. This role focuses on aggregating customer insights at scale from various systems and platforms, connecting the customer experience to business outcomes, and delivering actionable insights to drive growth, efficiency, and strategic decision-making. By amplifying the voice of the customer, the Customer Experience leader will play a central role in both divisional and enterprise strategies.

Job Description

• Establish goals and provide long-term vision of CX Analytics capabilities.
• Integrate Cx findings, insights and KPI’s with Marketing and Digital Performance analytics to provide holistic views of customer journeys, impacts and business opportunity areas.
• Partner with CB Digital & Product teams to increase customer engagement and satisfaction on CB-owned digital assets and drive customer demand and sales.
• Lead, manage, coach, and oversee quantitative and qualitative work of Voice of Customer Insights resources.
• Understand goals and strategies of key stakeholders and how Customer feedback can provide value; Connect the dots between the customer experience and business performance and outcomes.
• Drive the design and strategy for CX quantitative and qualitative insights, text analytics, AI integration, and experimentation, reporting to various audiences, and platform/technology enhancements.
• Translate complex data into compelling narratives and recommendations and present findings and insights to stakeholders and leadership, ensuring alignment with organizational goals.
• Collaborate with internal and external analytics teams by leveraging data and insights including operational, financial data to inform decision making.
• Own the research, development, and publication of enterprise wide CX KPIs for presentations with executive leadership, senior leaders, and stakeholder teams (Divisions, compliance, finance, etc.)
• Own the CX Analytics framework, facilitating research intake, execution of data components, package the results, and delivery of presentation to partners.
• Develop actionable process and technology recommendations to remediate friction.
• Oversee the data governance of CX data and reporting to ensure accuracy, consistency, and compliance.
• Support a cross-functional team of internal Medallia users to share actionable insights and training users how to leverage the reporting tools and dashboards to support their business area and leaders.
• .

Minimum Qualifications:

• Bachelor’s degree required and Master’s degree preferred in Data Science, Computer Science, or related quantitative fields.
• Must have significant experience in working in an enterprise level function leveraging resources across an organization to drive change.
• Must have experience building and supporting CX metrics and KPIs.
• Must possess strong quantitative and analytical skills, including statistical knowledge.
• Must have excellent organizational skills to manage multiple tasks at the same time.
• Must have the ability to work independently as well as a part of a team.
• Must have excellent written and verbal communication skills, with advanced presentation and facilitation skills.
• Must have experience with CX technology (e.g., Medallia, Gallup, Qualtrics).
• Ability to travel in the Comcast footprint in the Greater Philadelphia region as needed.

Preferred Qualifications

• 5 plus years professional experience driving performance optimization through the application of advanced decision sciences.
• Strong hands-on expertise using big data programing languages to manipulate large-scale datasets and perform statistical analysis (e.g. SQL, Python, and Big Data analytic techniques).
• Hands on experience in Business Intelligent tools and dashboards (e.g. Tableau, PowerBI).
• A good balance of technical knowledge and business acumen with a proven track record of driving business metrics that inform marketing strategies with a customer-first mindset.
• Ability to understand data, synthesize into real world meaning, break down business problems, and conduct brainstorming.
• Proven track record of building and nurturing teams of varied skill sets.
• Experience working with large amounts of structured and unstructured data from various data sources, ability to troubleshoot complex data problems
• Demonstrated ability to design end-to-end solutions for data transformation
• Proficiency in SQL and experience with Data visualization tools (e.g. Tableau, Power BI)
• Strong understanding of ETL processes and data warehousing concepts with Developer tools knowledge Tableau, Presto, Teradata, and Spark databases developing high-quality reporting solutions
• Experience with web analytics tools (e.g. Goggle Analytics, Adobe Analytics)
• Ability to work effectively across internal functional areas in situations where clear parameters may not exist and achieve results in an ambiguous work environment

• Excellent problem-solving skills and a keen attention to detail, ability to troubleshoot complex data problems, Excellent planning and organizational skills, consultative skills
• Strong verbal, written, and interpersonal communication skills, with the ability to convey complex data insights to non-technical stakeholders
• Ability to progress multiple projects and achieve results in an ambiguous work environment

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.

Skills:

Customer Experience (CX); Business Analytics; Data Insights

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