Manager, User Experience

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Team Overview: The Customer Solutions group of Comcast Business is revolutionizing how new and existing small, medium, mid-market, and enterprise business customers engage with our digital tools and foster enduring relationships with Comcast. The Comcast Business Customer Solutions Design & Research team collaborates closely with Sales, Product Management, Customer Experience, Content, Brand, Communications, and Development counterparts to innovate and design the ultimate digital experience, placing an exceptional customer journey at the heart of every decision. Position Description: As a Design Manager on the Customer Solutions Design & Research team, you’re at the helm of shaping the design and delivery of groundbreaking features for our customer-facing web apps. Leading designers focused on the logged-in customer experience, you'll oversee tools for managing internet solutions, account management functions like user management, billing, support, and our mobile app. Additionally, you'll contribute to the strategic evolution and maintenance of our Global Design System, injecting bold perspectives to keep our design and development seamlessly aligned with the ever-evolving landscape. You’ll craft the overarching strategy with a flair for interactive design, captivating visuals, meticulous documentation, and cutting-edge user experiences. Elevating the performance of both established and new websites, you’ll amplify usability and refine the user experience by diving into website data and implementing user-centric solutions. Managing a dynamic team that may include exempt and non-exempt employees, you’ll provide expert guidance and foster an environment of innovation. Furthermore, you'll pioneer processes and procedures to enhance departmental efficiencies and play a pivotal role in developing and meeting departmental budgets. In this role, you’ll collaborate with cross-functional leaders to ignite seamless teamwork, shape feature priorities, and uphold unwavering quality and consistency in deliverables. Your role extends to nurturing and empowering designers and design leads, fueling their growth and fostering their success.

Job Description

Core Responsibilities

• Creates specifications for and manages design projects in accordance with business objectives.

• Ensures that the usability and accessibility of all digital products are of the highest standards

• Provides thought leadership on Global Design System strategy, and contributes to efforts to maintain and develop that system

• Establishes processes to develop easy to use and intuitive interaction models and visual interfaces for products, services and solutions.

• Validates the models, designs and implementations through internal and external testing.

• Prepares, conducts and facilitates the interaction with product management and engineering in brainstorming activities to create and implement compelling and intuitive interface designs.

• Facilitates overall development of and articulation of end user tasks and needs.

• Identifies needs to research and analyze user characteristics and needs through such techniques as user profiling, competitive analysis, contextual inquiries and task analysis. Engages researchers to help solve problems.

• Participates with product and engineering to develop use case scenarios that support product requirements.

• 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.

• Other duties and responsibilities as assigned.

Employees at all levels are expected 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 & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

5-7 Years