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Job Posting Details
Company Name
Comcast
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Please apply to this position via our Comcast job board: https://career8.successfactors.com/sfcareer/jobreqcareer?jobId=189499&company=21114P&username=
This position is available in the following 6 Comcast locations: Minnesota, Texas, Colorado, California, Washington, and Oregon
Comcast is on a mission to make the Customer Experience our Best Product. 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.
Core Responsibilities
tNPS Program Management
Ensure robust adoption, effectiveness, and sustainability of
tNPS
quality program
Train leaders and front-line on quality expectations
Collaborate with regional peers to create on-going skill-building materials
Identify and expand best practices across the region and division
Consistent reinforcement of front-line expectations
NPS Sustainment: Gap coaching and skill-building for
teams / locations
as needed. Measure and monitor NPS health by location, providing support where gaps exist (Quality review of key leadership NPS skills (e.g.: meaningful callbacks, huddle facilitation); Monitoring of achievement across key NPS functional metrics: Callbacks, alert management,
eNPS
participation,
tNPS
)
Identify key opportunities: Regional process, policy, and coaching opportunities that drive low resolution and/or high customer effort
Manage regional employee idea portfolio: Cultivate ideas based on NPS key drivers, incorporate cross-functional solutions, quantify
impact
, drive to new solutions, and
close-loop
with front-line
Prioritize and deploy CX initiatives for the region
Partner with CX Journey Leads and PMO to ensure adoption at all levels
Operationalize initiatives at the
region
level
Job Specifications:
Bachelor’s Degree or Equivalent
Business Process Improvement
Certified Customer Experience Professional (CCXP) is desired but not required
Generally requires 6-9 years related experience
Additional Requirements:
Passion for customer experience
Proven ability to challenge the status quo
Strong cognitive reasoning and critical-thinking skills
Strong leadership, communication, and program management skills
Must be collaborative and have the ability to manage by influence
Ability to balance competing priorities in a very dynamic/fast paced environment
Excellent planning, prioritizing and organizational skills required
Excellent written, verbal, and presentation skills required
Excellent meeting facilitation, planning
and
management skills required
Demonstrated ability to work effectively across organizational boundaries
Division
West
Internal Reference Code/Reference No.
189499
Location Name
United States
Association Management Software
by
MemberSuite
Core Version:
4.175.1.2310
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