Manager 1, Business Process Effectiveness (Customer Experience)

Comcast-posted 9 months ago
Full-time • Manager
Plymouth, MI
Broadcasting and Content Providers
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The Manager of Customer Experience and Process Improvement is responsible for leading and supporting programs to drive NPS growth, process efficiencies and customer journey improvements. Position will support the implementation of best-in-class operating models and practices in addition to defining a cohesive plan that captures critical aspects of technology, people, and process and will support the delivery with a focus on planning, analytics, change management, and communications. Key aspects of this role include ongoing process review, journey mapping and data analysis while working closely with various stakeholders across the organization and all levels to effectively carry out responsibilities. Responsible for ensuring end user readiness to integrate and adopt new technology and supporting processes into daily operations. Conducts on-site process analysis and deployment support in the areas of marketing readiness, user acceptance testing and live trial.

  • Acts as a Customer Experience and NPS Champion and Advocate.
  • Primary responsibility for Net Promoter System sustainment and work practices in the region including - rNPS, tNPS, customer contacts, huddles, and elevations.
  • Requires strong cross functional partnerships built through direct engagement with the groups supported (e.g. store visits, field observations, etc.).
  • Collaborative development of plans with CX Leader for sustainment and improvement opportunities.
  • Follow through with execution and evaluation of activities' impact on experience.
  • Creates root cause, process and gap analysis and residential/business customer journey mapping on customer and employee impacting processes and policies.
  • Develops recommendations to create simplification and operational efficiency that leads to growth, reduced churn and improved customer and employee experience.
  • Analyzes data across the region and benchmarks to other regions to identify trends and draw insights - primarily, but not limited to CX Performance Metrics (e.g. tNPS and rNPS).
  • Ensures the smooth operation of the end-to-end elevations program within Heartland.
  • Contributes to the development and refinement of NPS and CX supporting tools.
  • Gathers and provides user feedback to tool owners and helps influence future systems enhancements.
  • Serves as the project manager for specific customer experience improvement initiatives within the region.
  • Understanding when and how to raise issues to senior leadership for further input.
  • Limited travel.
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Regular, consistent and punctual attendance.
  • Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • Bachelor's Degree preferred.
  • 5-7 years of relevant work experience.
  • Strong skills in Customer Experience (CX), Leading by Influence, Net Promoter Score (NPS), Process Improvements, and Project Management.
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