Senior Manager, Digital Quality Strategy & NPS

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

Our mission in the Digital Experience and Platforms (DXP) organization is to create converged experiences and transform our underlying capabilities so that we can solve our customers' problems digitally, foster greater trust, and drive business value. The Sr. Manager of Quality Strategy & NPS (Net Promoter Score) is part of the Digital Strategy and Excellence team. This role will be responsible for both operational and strategic initiatives for gathering and actioning on customer feedback. Operational items include leading the foundational digital NPS reporting, readouts on NPS monitoring activities and maintenance of the survey ecosystem. Leading from the front, the Sr. Manager of Quality Strategy and NPS will have a heavy focus on driving process efficiencies and strategic evolutions in how we collect, share & act on digital customer feedback across service and sales experiences, both internally and with partners across the organization. This role is both data-led and requires a keen eye for connecting and finding impactful qualitative insights to drive customer experience improvements and business performance impact. As a people leader, this role and team will play a critical role in bringing the total quality story to life through keeping a pulse on CX feedback, raising new findings for actions that come directly from our customers, and connecting NPS impacts back to operational issues and new digital-impacting experience initiatives coming from across the organization.

Job Description

Core Responsibilities

• Oversees digital NPS management including: 
• Partnering with business intelligence partners to generate weekly, monthly, and quarterly NPS fiscal reports 
• Partnering with experience owners, within and outside of our immediate organization, as well as business intelligence partners, to identify & forecast NPS impacts tied to critical launches & operational changes 
• Pro-actively monitor NPS qualitative trends with verbatim reports and topic trending to report findings and enact appropriate action. Focus on high customer effort, high customer impact experiences 
• Readout regularly on NPS insight packages with digital, care, technology and division partners while seeking input from partners on additional drivers & analysis.  

• Collaborates heavily with the Quality team to aggregate and tie together findings and actions, turning insights into knowledge, from auditing and escalation activities, evangelizing the business impact & aiding in building a performance runway of ideas & levers to pull for the business
• Partnering with the Sr. Director of Quality, care organization and other NPS operational stakeholders, to champion the digital NPS strategy and plan to evolve digital feedback touchpoints 
• Focus on finding and implementing operational efficiencies in the cross-functional processes for capturing and acting on customer feedback, including leveraging AI (Artificial Intelligence) opportunities within internal and external tools 
• Consults with key experience and platform owners on the evolution and implementation of experience context sharing, ensuring the NPS survey ecosystem is cared for as needed digital within new constructs 
• As a team and people leader, focus on the team operating and engagement model. Ensuring we are tying into partner working models, maintaining roles and responsibilities clarity, and working effectively across our multitude of stakeholders 
• 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 

 

Preferred Requirements 

• Bachelor’s degree in business 
• 7-10 years of experience in driving customer experience improvements, influencing and leading teams on complex initiatives, and leveraging both qualitative and quantitative insights to drive action, ideally in digital and e-commerce 
• 6 years experience in leveraging data, and connecting it back to t