Sr. Analyst, Digital Experience
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About The Position
As a Senior Analyst in Digital Experience at Comcast, you will play a crucial role in enhancing our service delivery and operational roadmap alignment. This position requires collaboration with Experience leads and various support teams, including Platform, Experimentation, and PMO, to ensure that our initiatives are executed effectively. You will be responsible for monitoring day-to-day service performance, ensuring that we meet our Customer Retention (CR), Acquisition Rate (AR), and transactional Net Promoter Score (tNPS) goals. Your analytical skills will be essential in identifying immediate issues that may impact service quality or customer satisfaction, and you will leverage comprehensive dashboards to visualize performance metrics. In addition to performance monitoring, you will proactively identify new experience opportunities that align with specific Key Performance Indicators (KPIs). This involves planning and prioritizing based on strategic goals and working closely with Experience leads to maintain alignment between performance backlogs and business value. You will also be tasked with executing the Service Operations Roadmap, which includes prioritizing new metric and experience requests, developing service experience requirements, and executing experience optimizations in collaboration with internal teams. Your role will require consistent independent judgment and discretion in significant matters, as well as regular attendance and the ability to work variable schedules, including nights and weekends. You will be expected to embody Comcast's Operating Principles, focusing on customer experience, teamwork, and continuous learning. This intermediate-level position is designed for individuals looking to engage deeply in the service delivery process and contribute to the overall success of our digital experiences.
