Sr. Analyst, Digital Experience

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 working with Experience leads and other support teams (minimally Platform, Experimentation, and PMO) to ensure operational roadmap alignment and execution. Proactively identifies opportunities to develop and aid in the enhancement of the experience through monitoring and analysis. Executes with minimal to moderate guidance and expected to align with delivery priorities across multiple initiatives. Ideal candidate has experience/knowledge in the service delivery life cycle and acts as a valuable resource to team members and partners. This is an intermediate level position to learn and engage in the service delivery process.

Job Description

Conduct Performance Monitoring & Analysis

• Continuously monitor day-to-day service performance to ensure we are on track with our CR, AR, and tNPS goals.
• Identify any immediate issues that may affect our service quality or customer satisfaction.
• Define & leverage comprehensive dashboards to track and visualize performance metrics.
• Support intake sizing 
• Strategic metric assessments beyond the high level impact scoping/discovery of Experience managers
• Provide insights into the competitive environment based on performance findings 

Experience/ Platform Discovery

• Proactively identify new experience opportunities to be explored to support specific KPIs.
• Plan and prioritize based on strategic goals 
• Work closely with Experience leads to ensure performance backlog and insights remain aligned with business value

Execute Service Ops Roadmap

• Prioritize/Triage new metric and experience requests
• Develop unassisted service experience requirements in partnership with experience manager(s)
• Execute experience optimizations in partnership with internal team members
• Aid in stakeholder/team artifacts
• Support QA (defect triage)

​Additional Responsibilities

• 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

• 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.

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