Sr. Analyst, CXSO Incident Management, Social & Data Analytics

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

Department Hours: Monday–Friday, 6AM–11PM EST (OPEN Availability is Required)

Are you a data-driven storyteller with a passion for uncovering insights that drive real-world impact? Do you thrive in collaborative environments where your voice matters and your skills shape strategy? Comcast is seeking a Senior Analyst to join our CXSO Incident Management, Social & Data Analytics team, a tight-knit group of analytical minds dedicated to improving customer experience through data, social listening, and performance insights.

💡 Why This Role?
This is more than a reporting job, it’s a chance to shape strategy, influence decisions, and drive customer experience improvements on a larger scale. You’ll be part of a collaborative, analytical team that values curiosity, innovation, and continuous learning. If you're ready to take your data career to the next level and make a meaningful impact, we want to hear from you.

Job Description

🌟 What You’ll Do

As a Sr. Analyst, you’ll be at the intersection of incident management, social media intelligence, and data analytics, helping us understand and respond to customer-impacting events. You’ll:

• Build and maintain SQL-driven dashboards and reports using tools like Power BI, IOP, and Smartsheet.
• Analyze performance scorecards and data across all levels—from frontline operations to executive leadership.
• Monitor and interpret social media conversations using platforms like Sprinklr to identify trends, issues, and opportunities.
• Lead data storytelling efforts that translate complex findings into actionable insights for stakeholders across CXSO, Retail, and Workforce Management teams.
• Facilitate team training, peer learning, and knowledge sharing to elevate the group’s analytical capabilities.
• Host regular stakeholder meetings to align on priorities and share findings.
• Maintain and evolve internal tools like SharePoint and Smartsheet for tracking incidents, reporting requests, and team processes.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
• This position is ineligible for visa sponsorship.  To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.

🤝 Who You’ll Work With

You’ll collaborate closely with:

• The CXSO Incident Management team to surface and respond to customer-impacting issues.
• Workforce Management and Retail teams to align data insights with operational needs.
• Business partners across Comcast to ensure data is accurate, timely, and actionable.

📈 How Success is Measured

• Accuracy of data and effectiveness of reporting.
• Clarity and impact of your analysis and communication.
• Team enablement through training and shared learning.
• Proactive identification of trends and issues via social media and performance data.

🧠 What You Bring

✅ Must-Have Skills:

• 5–7 years of experience in data analytics or a related field.
• Advanced SQL proficiency—you’ll be writing and optimizing queries daily.
• Strong experience with data presentation and visualization.
• Familiarity with social media platforms and analytics tools.
• Excellent collaboration and stakeholder management skills.
• Proven ability in process analysis and continuous improvement.
• Training experience—you’ll help upskill peers and share best practices.

🌱 Nice-to-Have Skills:

• Experience with DBeaver, PostgreSQL, Sprinklr, Microsoft Power BI, and IOP.
• Comfort with Smartsheet and SharePoint for workflow and documentation.

Apply today and help us t