Manager, User 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

Location: ONSITE within One of the Offices Below (Hybrid Model: Four days in, 1 day remote)

• PA - Philadelphia, 1701 John F Kennedy Blvd
• CO - Englewood, 183 Inverness Dr West
• FL - Miramar, 2901 SW 149th Ave
• GA - Alpharetta, 1720 Windward Conc Ste 400
• IL - Chicago, 33 W Monroe St Suite 1900
• NH – Manchester, 676 Island Pond Road

Summary:
Comcast’s Frontline Experience Design Team is a collaborative, in-house UX design team creating best-in-class experiences for customer service agents, retail store associates, and field service technicians. We are seeking a strategic and people-focused UX Manager to lead a multidisciplinary team across multiple enterprise program tracks, including XM360 and other converging tools.

This role is responsible for shaping the end-to-end user experience of our platforms, ensuring design excellence, business goals, and user needs align seamlessly. The UX Manager serves as both a strategic leader and hands-on contributor, balancing interaction design, research, content strategy, and system thinking to create intuitive, scalable, and high-impact experiences.

Job Description

Team & Culture

• Highly collaborative and focused team working toward a common goal.
• Manager will oversee 3 full-time direct reports and 3–5 contractors depending on project scope.
• Partners include product owners, developers, strategy and research teams.

Work Schedule

• Monday–Friday, 9am–5pm EST
• Overtime as needed based on business needs

Training

• On-the-job, side-by-side training and job shadowing

Core Responsibilities:

Strategic Leadership & Design Execution

• Shape UX strategy with emphasis on interactive design, visual design, documentation, and innovation.
• Bridge stakeholders and product owners to ensure alignment between business goals and user needs.
• Guide the team in delivering business cases, roadmaps, visions, research, and experience design artifacts.
• Influence early-stage discovery efforts using design and research to inform decisions.
• Advocate for seamless digital experiences that enhance employee efficiency and engagement.

UX Process & Team Development

• Establish and refine UX processes supporting intuitive, scalable, and high-quality product experiences.
• Validate content, navigation, interaction models, and visual interfaces in collaboration with research and UX Strategy.
• Lead workshops and collaborative sessions with internal stakeholders.
• Identify competitive trends, emerging UX developments, and industry standards.
• Mentor and develop team members, fostering growth and career development.

Operational Efficiency & Collaboration

• Lead the creation of strategy tools and processes to improve UX operations.
• Ensure seamless integration of UX, product, and engineering teams from concept through implementation.
• Advocate for user research, competitive analysis, contextual inquiries, and task analysis.
• Collaborate with product teams to develop user case scenarios aligned with real-world behaviors.

Business Impact & Organizational Alignment

• Drive results and growth by ensuring usability of all digital products meets high standards in content, navigation, accessibility, and technical implementation.
• Align with company-wide principles, fostering a culture of collaboration, customer-centricity, and innovation.
• Support a culture of inclusion and continuous learning.

Ideal Candidate Profile:

Must-Haves

• 5–7 years of relevant experience
• Experience managing remote teams
• Strong background in UX, CX, UI design
• Business acumen and professionalism
• Proficiency in Figma

Nice-to-Haves

• Experience with AI integration
• Content design expertise

Qualifications