Manager, EX Insights

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 50 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

Comcast is looking for a passionate, collaborative, and organized Manager of EX (Employee Experience) Insights to support our growing CX/EX Insights arm of the Consumer Research & Insights organization. This individual will own the Xfinity Frontline Community, a powerful new research panel, that brings the voice of our Frontline workers to Senior Channel, Division, Sales & Service Leadership, reporting into the Director of CX/EX Insights. This position collaboratively works with cross-functional partners in Marketing, Product, HR and L&D teams. The Manager will be an invaluable resource to all Frontline-facing teams by actively participating in weekly meetings, fielding research requests from stakeholders and turning those into actionable insights that ultimately empower our Frontline to provide a better experience for our customers. The candidate will oversee Frontline research from end-to-end and communicate meaningful results multiple times per month through presentations, emails and tailored executive summaries. This candidate must have a can-do attitude proven track record of managing complicated project timelines with multiple external stakeholders, and most of all a passion and respect for our Frontline workers who deliver our customer experience every day.

Job Description

Core Responsibilities

• Work with Sales Enablement, Care/Retention, and L&D partners to develop a pipeline of meaningful Frontline research that informs and improves the employee experience
• Attend regular status meetings with channel and divisional partners to understand the most important challenges facing our agents and the context of launching major sales and service campaigns
• Lead thedesign,development,and execution of qualitative and quantitative Frontline researchinitiatives
• Manage external vendors through all phases of research projects
• Deliver research results, key takeaways, and actionable insights throughcompelling storytelling
• Staycurrent onFrontline tools, compensation, and trends seeking new ways to utilize research to support Company initiatives
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular,consistentand punctual attendance.
• Other duties and responsibilities as assigned.

Successful candidates display the following characteristics:

• An energized, curious, undaunted explorer – This role requires a skill to tolerate ambiguity, seek and drive clarity, leverage resources, ask laddering questions that get to the root of the issue, and formulate and align a research approach, methodology, and resulting deliverable.
• Strategic business partner - translate business issues into questions that can be addressed with research and truly make a difference to our Frontline and Customers.
• An organized project manager – a high degree of comfort managing multiple stakeholders; strong collaboration and teamwork skills; and a problem-solver with a results orientation
• UnbiasedApproach to Reporting– theability to maintain a sense of objectivity when revealing the story of the data
• A compelling storyteller – a high degree of comfort drawing well-supported insights from complicated data sets to influence and convey a point-of-view to Comcast’s senior leadership team
• A drive to proactively seek out opportunities within the CR&I team and with all of our stakeholders, always pushing to be proactive rather than reactive.

Qualifications:

• 5 years of relevant work experience (employee communications, human resources and

• quantitativeand qualitative research experience)

• Strong analytical, strategic thinking and problem-solving skills
• Capability to synthesize data from multiple sources and translatefindings into actionable insights and recommendations
• Experiencecollaborating with diverse stakeholder teams- capability to prioritize among multiple parts of the business and projects
• Strong sense of urgency to deliver answers and consolidated POVs, working to get in-the-moment insightstodrive real-time informed decisions
• Exceptional interpersonal and communication skills
• Experience managing vendor relationships
• Skilled in Excel and PowerPointand telling stories with data
• Comfortable workingin a fast-pacedrapidly evolvingenvironment
• Experience working with or supporting Frontline / Customer-Facing employees

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 an EOE/Veterans/Disabled/LGBT employer.

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

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class 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 compensation and benefits summary on our careers site for more details.