VP, Customer Experience - West Division

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

The Vice President, Customer Experience is responsible for identifying strategic and operational initiatives that will transform Comcast’s customer experience and ensuring the successful implementation of those improvements in the West Division.  It requires the ability to partner across the organization with regional, and functional CX leads, ensuring alignment and successful delivery of the key CX initiatives on time and on budget.  Identify opportunities from inside and outside Comcast and the cable industry, drawing on best practices from traditional and non-traditional service providers to develop solutions that will transform the customer experience and exceed expectations.  

The ideal candidate will possess: 

- Ability to identify opportunities and blockers, build strong working relationships and create change through both direct work output and influence. A broad network within Comcast is also a critical enabler.

- Broad familiarity with Comcast technology (network and products), operational support processes (Digital, Care, Tech, XOC), and our Customer Experience journey. 

- Ability to prioritize and coordinate multiple diverse workstreams and activities in parallel, understanding inter-organizational dynamics. 

- Exceptional written and verbal communication skills, across senior executive, customer-facing and technical operations audiences. 

Job Description

CORE RESPONSIBILITIES

• Primary responsibility for ensuring the successful execution of the key CX initiatives in the West Division. 
• Understands and interprets Division and Region-specific drivers of reliability issues and provide feedback on Regional/Division/National opportunities and needs to improve reliability.  
• Partner with the National CX leaders, Customer Journey Leads (Billing, Onboarding, Reliability, Repair and People & Culture) to prioritize and deliver foundational CX improvements. 
• Collaborate within the CX team around Net Promoter System (NPS) and the all-digital solutions to ensure successful delivery. 
• Lead planning and internal communication process for key initiatives with effect the customer experience. 
• Implement key operational improvements when necessary, collaborating with engineering, operations, and communications teams.  
• Analyze data and customer experience standards to identify and prioritize top CX efforts for the division.  
• Leverages NPS Best Practices to solicit feedback and provide input directly from customers 
• Ensures clearly defined and mutually agreeable success metrics for each new system or process and establishes a plan to track, monitor and measure the success of those metrics. 
• Oversees the development of repeatable and thus scalable, plans and processes in order to speed time to market and improve operational efficiency. 
• Communication with all levels of Executive Leadership. 
• Partner and influence Division decisions. 
• Align Division partners on strategy and execution of Customer Experience objectives. 
• Align Division on strategy and successful integration of Journeys.

REQUIRED SKILLS/EXPERIENCE 

The ideal candidate will be an experienced field/operational leader with strong business acumen. This person will have a passion for leading and influencing teams, improving processes, and identifying new solutions that drive innovation and revenue by providing value to the customer. A proven and successful track record in ideating, developing, and delivering on a broad operations strategy for the customer experience in the consumer market is a requirement. This leader will have the unique ability to identity opportunities to imp