Senior Manager, Research and Analytics

Job Description

We are passionate people focused on transforming the customer experience and dedicated to creating innovative solutions to address the unique challenges of our extraordinary scale

Requisition #: 225731 Pub Date: 11/06/20 Apply Now Share This Job With a friend (or yourself)

Sr. Manager, Research and Analytics WHO WE ARE
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 40 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. Job Summary: The Comcast Customer Experience Automation (CXAO) team is responsible for automated excellence through improvements to products and programming of customer experience products, like the Xfinity Assistant (a Virtual Assistant powered by AI) and aiQ platform. CXAO uses both detailed retrospective data analysis, prospective business requirements, and automated technologies to treat customer pain points and scale the platforms that support them. We are looking for a hands-on analytical thought leader who enjoys rolling up their sleeves to solve complex business questions through data. The Sr. Manager is responsible for setting the strategy and direction of CXAO in order to bring our Virtual Agent to life. Core Responsibilities:

• Lead a team responsible for drawing conclusions, providing consumer insight, and making recommendations based on strategic analytics to understand customer interactions and pain points
• Promote and evangelize a culture of excellence, data driven discussions, healthy skepticism, intellectual curiosity, knowledge sharing and teamwork while maintaining an environment that is upbeat and fun
• Lead analytics projects to identify and quantify opportunities to improve the customer experience and reduce total customer interactions
• Develop a data driven culture of continuous testing and learning through multivariate or A/B testing
• Supports business strategy and execution to achieve specific product, team, and business results through a superior understanding of performance analytics and evaluation metrics
• Be adept at managing competing priorities through planned and ad-hoc requests
• Have experience working and joining together large, disparate data sets to uncover actionable insights
• Partner closely with Applied AI and Product teams to build automated solutions for existing processes in an effort to improve platform and existing development process

Other Competencies:

• Effective communication skills ability to “tell the story”
• Highly Proficient in SQL
• Proficient in or willing to learn other analytical tools such as R, SAS or Python
• Ability to grasp complex analytic principles and techniques
• Strong business acumen & demonstrated aptitude for analytics that incite action
• “Lean forward” bias to find opportunities and drive results
• Exceptional attention to detail and ability to progress multiple analyses in parallel
• Work on problems requiring judgment and in-depth evaluation of multiple factors
• Independently identify key issues, patterns or deviations from norm
• Skill in identifying data issues and anomalies during analysis

Employees at all levels are expect to:

• 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
• Respect and promote inclusion and diversity
• Do what's right for each other, our customers, investors and our communities

Education and Experience:

• Minimum: BA/BS degree in marketing, economics, statistics, psychology, engineering, computer science, mathematics, or finance
• Preferred: MA/MS degree in a quantitative discipline
• 8+ years of relevant work experience in analytic role

Comcast is an EOE/Veterans/Disabled/LGBT employer