Job Description

Job Descriptions

Job Summary

Our Customer Experience Transformation team demands business intelligence that is timely, accurate, and actionable. We are seeking an experienced analyst to conduct performance measurement, analysis and reporting of our omnichannel experiences.

Job Description

* Transform omnichannel data into clear, actionable customer-centric insights and strategies
* Leverage experience tracking tools to collect, analyze, and report on customer journeys, interactions, and touchpoints
* Works on key reports and dashboards via experience tracking tools (e.g. Adobe Analytics) and other visualization tools such as Tableau and Domo
* Maintain clear views of KPI performance against budget and forecast future performance
* Provide devoted analytical support to ongoing efforts in customer Join/Change journey experiences. Track performance, stay abreast of upcoming changes, and provide actionable insights and test recommendations
* Work closely across CET stakeholders especially product management, digital ops and experience tracking -- to architect, document and execute web analytics tracking requirements
* Partner with cross-functional teams to identify data sources that CET can leverage for reporting and analysis
* Report on and analyze data related to voice-of-the-customer feedback
* Delivers results and analyses for recurring team meetings to a broad audience

Core Responsibilities

* Provides data-driven insights that shape strategy through data analysis, modeling, and reporting
* Conducts analyses of core KPIs for the business unit (e.g., traffic patterns and seasonality, task completion, conversion analysis, etc.)
* Consistently exercises independent judgment and discretion in matters of significance
* Regular, consistent and punctual attendance
* Other duties and responsibilities as assigned

Minimum Requirements:

* Education Level - Bachelor's Degree or Equivalent
* Years Experience Generally requires 1-3 years related experience

Preferred Qualifications

* Degree in Statistics, Analytics, Business, Economics, or a related field. The equivalent in related work experience and self-study may be substituted.
* Highly effective communicator with strong interpersonal skills, experience collaborating with diverse cross-functional teams
* Experience with web analytics tools and principles; Adobe Analytics preferred
* Comfortable working with large datasets (e.g SQL)
* Proficiency with Excel and PowerPoint
* Problem-solving mindset, ability to consider broader business implications beyond near-term challenges
* Experience with data visualization tools like Tableau or Domo a plus
* Knowledge of statistical concepts and software a plus

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

Relevant Work Experience

2-5 Years