Senior Analyst, Digital Service Experience

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

We are seeking a motivated and versatile Senior Analyst, Digital Experience to join our team. This role is ideal for someone early in their career who is eager to contribute across the entire product lifecycle. Under general direction, you will define new product requirements, drive enhancements that strengthen the customer experience, and monitor success as products go to market. In this role, you will work closely with project teams to understand business and user needs and assist in developing frameworks to drive efficiencies. This position requires a strategic thinker with the dynamic ability to adapt and excel across various functions. You will drive projects from ideation and strategy through development. Success is ensuring exceptional product delivery is achieved while seeking continuous product improvements.

Job Description

Core Responsibilities

• Effective Communication: Strong verbal and written communication skills, with the ability to convey complex information clearly and persuasively across mediums. 

• Team Support & Stakeholder Collaboration: Contribute to a collaborative, inclusive team culture. Work with various project teams to understand business and user needs. Gather input and share updates to ensure alignment throughout the product lifecycle. 

• Experience Requirements: Assist in translating business needs into product requirements. Identify opportunities to develop and enhance the customer experience, translate these opportunities into user stories. Provide input on UI/UX designs based on user feedback and product goals. 

• Problem-Solving & Continuous Improvement: Participate in identifying and resolving product-related issues with a proactive mindset. Complete assessments such as current state evaluations, process flow mappings, and gap analyses. Based on the findings, help solution recommendations and shepherd tactical execution to mitigate risks. 

• Project Coordination: Collaborate with internal teams and external partners to support the management of product-related initiatives. Help to identify and track timelines, deliverables, and dependencies.  

• Launch Readiness & Post Launch Monitoring: Assist in coordinating product launches, including testing, documentation, and communication. Once a product is live, monitor performance and user behavior through data dashboards and reports. 

• Opportunity Identification: Propose product enhancement strategies that align with business goals and customer feedback. Use data to drive decisioning and recommended actions. 

• Operational Efficiency: Develop scalable processes to support the business’s strategic vision and improve speed to market  

• Flexibility: Adapt to evolving business needs and take on varied responsibilities as required. 

• Curiosity: Unwavering interest in growth and a champion for continued education, skillset development and learning ​

• 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.

Qualifications: 

• Preferred tool/software knowledge: Adobe Suite, Microsoft Suite, Smart Sheet, Confluence and/or Jira. 

• Strong ability to translate business objectives and user needs into clear product requirements and actionable user stories. 

• Excellent communication and collaboration skills, with the ability to work effectively across different functions and levels of the organization. 

• Ability to think strategically and act tactically, with a keen eye for detail and a passion for continuous improvement. 

• A generalist mindset, with the ability to adapt and excel across various functions within the product lifecycle. 

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.
• Support a culture of inclusion in how you work and lead.
• 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 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.

Skills:

Customer Experience (CX); Customer Care; Business

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 to eligible employees. 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.

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