Manager, Customer 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:
The Manager, Customer Insights is a key contributor in the Customer Experience transformation of an enterprise with 84,000 employees and over $50 billion in annual revenue. This role reports to the Senior Director, Customer Insights, who reports to the Vice President, Customer Experience. The Manager, Customer Insights will work closely with Technology and Product Development teams to lead a program leveraging customer feedback in development and release of new products.

Core Responsibilities:

  • Program Management across multiple stakeholder teams for use of Product feedback to inform product development and release, functioning as lead and single point of contact for Product teams.
  • Partner with Product teams to identify customer feedback needs for new products, and work with survey operations group to stand up new feedback mechanisms.
  • Perform analysis on customer feedback to identify key insights, and package those for presentation to senior Product and Business leaders.
  • Educate Product teams on interpretation of data and best practices for use of structured customer feedback in product development.
  • Develop and oversee the roadmap of new product NPS touch points to support the product roadmap.
  • Manage end-to-end planning and execution of customer feedback for new products, including budget support, survey design and fielding strategy.
  • Where appropriate, manage vendors executing product surveys.

Job Specification:

  • BA/BS with 3+ years work experience.
  • Analytics experience working with customer data sets.
  • Knowledge of Net Promoter System, data and survey methodology.
  • Experience working in or with Product Development teams is a plus.
  • Strong organization and program management skills.
  • Skilled communicator at all levels of the organization, in all forms.
  • Strong relationship orientation and emotional intelligence.
  • Problem solving in complex data and deployment environment.
  • Process improvement experience for scaling new programs and operations.
  • Entrepreneurial leadership style, with strong tolerance for ambiguity and complex organizational environment.

Comcast is an EOE/Veterans/Disabled/LGBT employer

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