Director Cross-Channel Journey Strategy

Profile

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

Looking for an opportunity to move fast and make a big impact? Existing Xfinity customers are at the heart of Comcast's long-term growth, and at the core of its success are the journey teams which build the experiences that make it easy for customers to discover new benefits, adjust their plans and increase their overall engagement with Xfinity products. The journey teams are cross-functional teams responsible for defining the overall journey strategy and driving continuous enhancement and optimization of the Xfinity customer experience across the entire lifecycle. We are looking for an entrepreneurial, innovative, and analytical candidate with an eye for compelling experiences, as well as experience and comfort with managing complex programs and a cross-functional group of internal stakeholders. This role will be responsible for providing leadership and direction within department and works on a cross-functional team that will manage the strategic process transformation effort across all business lines for the Company. Acts as a part of a core team that includes field representation and partners in various organizations that will support the direction for best-in-class operating models and practices. The team will be responsible for defining a cohesive plan that captures the aspects of technology, people and process and will support the delivery with a focus on planning, change management and communications.

Job Description

Core Responsibilities

Deliver Customer Service and financial goals of the company both in year and beyond.

Accountable for defining future state 'Best-in-Class solutions across all or select strategic channels and ensuring the successful deployment for all the operational components for the strategic systems. Focus areas include Sales, Marketing and Customer Experience.

Lead Plan of Record Delivery team for Change and Leave Journeys. Develops repeatable and thus scalable, plans and processes to speed time to market and improve operational efficiency.

Demonstrated ability to influence cross-functional teams (both field and corporate) to secure alignment and solution excellence.

Identify optimizations for incremental growth.

Creates clearly defined and mutually agreeable success metrics for each new system or process and establishes a plan to track, monitor and measure the success of those metrics.

Uses a methodical yet collaborative approach to each project by 1) Measuring the process and questioning the capability and quality, 2) Defining the problem statement, 3) Performing a gap analysis between the customers' expectation and current process performance, 4) Standardizing solutions around best practices and 5) Repeating the steps for continuous improvement.

Fosters an environment of empowerment, openness, inclusion, and objectivity all while striving to deliver solutions that benefit the entire organization and direct team.

Employees at all levels are expected to:

Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Respect and promote inclusion & diversity.

Do what's right for each other, our customers, investors and our communities.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

10 Years

Salary:

Pay Range: $112,275.39 - $168,413.09

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

Company info

Comcast
Website : http://corporate.comcast.com