Jobs and Careers

Sr. Manager, Unassisted Experience Insights

Philadelphia, United Statesfull_timeVerifiedPosted 22 May 2026

About the role

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 Sr. Manager, Unassisted Experience Insights will report into the Director, Unassisted Experience Insights. This role is responsible for shaping the end-to-end consumer insights strategy that informs and optimizes performance across all unassisted channels within the organization. This includes shaping seamless, intuitive customer journeys across web, mobile app, and IVR-to-digital transitions, ensuring customers can efficiently manage their accounts, resolve issues, and discover value without assisted support.

You will support a holistic insights agenda that informs experience design, reduces friction, and drives measurable improvements in conversion, satisfaction, and containment. This role partners closely with DXP, GTM, Marketing, Care, and Analytics teams to translate customer behavior and feedback into actionable strategies.

Job Description

Responsibilities:

Support research planning & execution of design and user experience research for the company website, including Account management experience, Billing and payments optimization, plan builder and upsell journeys.

Uncover opportunities in troubleshooting and support flows.

Test friction points and opportunities to improve conversion, task completion, and customer satisfaction.

Uncover insights and help shape usability strategy for mobile app based on target audience needs, pain points, and channel behaviors.

Evaluate in-app journeys, feature adoption, and self-service success metrics.

Track improvements that increase engagement, retention, and task completion rates.

Analyze and optimize the customer journey from IVR entry through resolution.

Uncover opportunities to deflect calls into effective digital self-service (chat, app, web).

Assist in findings relevant transitions between IVR, chat, and live agents to reduce friction and repetition.

Share insights with Assisted, Care and Operations teams to align digital and assisted experiences.

Support a comprehensive research roadmap including: Strategic usability testing (Human & AI moderated and unmoderated), Message and digital creative testing (AI-assisted, eye tracking/heat mapping), Preference & behavioral analysis, Customer journey mapping and pain point identification.