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Company Name Comcast
HTML Body 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
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