Sr. Manager, Unassisted Experience Insights

Comcast • Philadelphia, PA

3d

About The Position

The Sr. Manager, Unassisted Experience Insights will report into the Director, Unassisted Experience Insights. This role is responsible for shaping the end-to-end consumer insights strategy that informs and optimizes performance across all unassisted channels within the organization. This includes shaping seamless, intuitive customer journeys across web, mobile app, and IVR-to-digital transitions, ensuring customers can efficiently manage their accounts, resolve issues, and discover value without assisted support. You will support a holistic insights agenda that informs experience design, reduces friction, and drives measurable improvements in conversion, satisfaction, and containment. This role partners closely with DXP, GTM, Marketing, Care, and Analytics teams to translate customer behavior and feedback into actionable strategies.

Requirements

• Customer Experience (CX)
• Qualitative Analysis
• Qualitative Research
• Bachelor's Degree
• 7-10 Years Relevant Work Experience

Responsibilities

• Support research planning & execution of design and user experience research for the company website, including Account management experience, Billing and payments optimization, plan builder and upsell journeys.
• Uncover opportunities in troubleshooting and support flows.
• Test friction points and opportunities to improve conversion, task completion, and customer satisfaction.
• Uncover insights and help shape usability strategy for mobile app based on target audience needs, pain points, and channel behaviors.
• Evaluate in-app journeys, feature adoption, and self-service success metrics.
• Track improvements that increase engagement, retention, and task completion rates.
• Analyze and optimize the customer journey from IVR entry through resolution.
• Uncover opportunities to deflect calls into effective digital self-service (chat, app, web).
• Assist in findings relevant transitions between IVR, chat, and live agents to reduce friction and repetition.
• Share insights with Assisted, Care and Operations teams to align digital and assisted experiences.
• Support a comprehensive research roadmap including: Strategic usability testing (Human & AI moderated and unmoderated), Message and digital creative testing (AI-assisted, eye tracking/heat mapping), Preference & behavioral analysis, Customer journey mapping and pain point identification.
• Map Xfinity unassisted experiences among competitive experiences.
• Synthesize qualitative and quantitative insights into clear, actionable recommendations.
• Champion a customer-first mindset across the organization.
• Ensure research supports success metrics (e.g., CES, containment, CSAT, conversion, time-to-resolution).
• Partner with analytics teams to measure impact and scale winning experiences.
• Present insights and recommendations in a clear, compelling manner to drive decision-making.
• 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) as necessary.
• Other duties and responsibilities as assigned.
• 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.
• Support a culture of inclusion in how you work and lead.
• Do what's right for each other, our customers, investors and our communities.

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 benefits summary on our careers site for more details.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager