Sr Manager, Marketing Analytics (Cx)

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

The Customer Experience (CX) Business Analytics Sr. Manager oversees the analytics and insights function for Customer Experience data initiatives operating within the Marketing organization. This role focuses on aggregating customer insights at scale from various systems and platforms, connecting the customer experience to business outcomes, and delivering actionable insights to drive growth, efficiency, and strategic decision-making. By amplifying the voice of the customer, the Customer Experience leader will play a central role in both divisional and enterprise strategies.

Job Description

• Establish goals and provide long-term vision of CX Analytics capabilities.
• Integrate Cx findings, insights and KPI’s with Marketing and Digital Performance analytics to provide holistic views of customer journeys, impacts and business opportunity areas.
• Partner with CB Digital & Product teams to increase customer engagement and satisfaction on CB-owned digital assets and drive customer demand and sales.
• Lead, manage, coach, and oversee quantitative and qualitative work of Voice of Customer Insights resources.
• Understand goals and strategies of key stakeholders and how Customer feedback can provide value; Connect the dots between the customer experience and business performance and outcomes.
• Drive the design and strategy for CX quantitative and qualitative insights, text analytics, AI integration, and experimentation, reporting to various audiences, and platform/technology enhancements.
• Translate complex data into compelling narratives and recommendations and present findings and insights to stakeholders and leadership, ensuring alignment with organizational goals.
• Collaborate with internal and external analytics teams by leveraging data and insights including operational, financial data to inform decision making.
• Own the research, development, and publication of enterprise wide CX KPIs for presentations with executive leadership, senior leaders, and stakeholder teams (Divisions, compliance, finance, etc.)
• Own the CX Analytics framework, facilitating research intake, execution of data components, package the results, and delivery of presentation to partners.
• Develop actionable process and technology recommendations to remediate friction.
• Oversee the data governance of CX data and reporting to ensure accuracy, consistency, and compliance.
• Support a cross-functional team of internal Medallia users to share actionable insights and training users how to leverage the reporting tools and dashboards to support their business area and leaders.
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Minimum Qualifications:

• Bachelor’s degree required and Master’s degree preferred in Data Science, Computer Science, or related quantitative fields.
• Must have significant experience in working in an enterprise level function leveraging resources across an organization to drive change.
• Must have experience building and supporting CX metrics and KPIs.
• Must possess strong quantitative and analytical skills, including statistical knowledge.
• Must have excellent organizational skills to manage multiple tasks at the same time.
• Must have the ability to work independently as well as a part of a team.
• Must have excellent written and verbal communication skills, with advanced presentation and facilitation skills.
• Must have experience with CX technology (e.g., Medallia, Gallup, Qualtrics).
• Ability to travel in the Comcast footprint in the Greater Philadelphia region as needed.

Preferred Qualifications

• 5 plus years professional experience driving performance optimization through the application of advanced decision sciences.
• Strong hands-on expertise using big data programing languages to manipulate large-scale datasets and perform statistical analysis (e.g. SQL, Python, and Big Data analytic techniques).
• Hands on experience in Business Intelligent tools and dashboards (e.g. Tableau, PowerBI).
• A good balance of technical knowledge and business acumen with a proven track record of driving busines