Senior Manager

Senior Manager

Job Summary of Senior Manager:

Oversees the analytics and insights function for customer experience data initiatives within the marketing organization. Responsible for aggregating customer insights from various systems and platforms, connecting the customer experience to business outcomes, and delivering actionable insights to drive growth, efficiency, and strategic decision-making.

Job Duties and Responsibilities of Senior Manager:

• Establish goals and long-term vision for customer experience analytics.
• Integrate customer experience insights with marketing and digital performance analytics to provide holistic views of customer journeys and business opportunities.
• Collaborate with digital and product teams to enhance customer engagement and satisfaction.
• Lead, manage, and coach a team focused on voice of customer insights.
• Connect customer feedback to business performance and outcomes.
• Develop strategies for CX analytics, including AI integration, text analytics, and experimentation.
• Present complex data insights in a compelling and actionable manner to stakeholders and leadership.
• Oversee research, development, and publication of enterprise-wide CX KPIs.
• Develop process and technology recommendations to enhance the customer experience.
• Ensure data governance and compliance for CX reporting.
• Support internal users of CX technology platforms, including training and insights sharing.

Qualifications and Experience of Senior Manager:

• Bachelor’s degree required; Master’s degree preferred in Data Science, Computer Science, or related field.
• 5-7 years of experience in customer experience analytics or a related field.
• Proficiency in CX technology platforms (e.g., Medallia, Gallup, Qualtrics).
• Experience developing and supporting CX metrics and KPIs.
• Strong analytical skills, including statistical knowledge and data visualization.
• Proficiency in SQL, Python, Tableau, and Power BI.
• Ability to synthesize data into actionable insights and recommendations.
• Strong problem-solving and project management skills.
• Ability to work independently and collaboratively across teams.
• Experience with big data analytics and business intelligence tools.
• Familiarity with web analytics platforms (e.g., Google Analytics, Adobe Analytics).
• Understanding of ETL processes and data warehousing concepts.
• Demonstrated ability to lead cross-functional initiatives and drive business results.

Benefits of Senior Manager:

• Comprehensive health, dental, and vision insurance.
• 401(k) retirement savings plan with company matching.
• Paid time off and company holidays.
• Tuition reimbursement for continued education.
• Employee discounts on Comcast products and services.

 About Company:

Comcast Business offers a suite of connectivity, communications, networking, cybersecurity, wireless, and managed solutions to businesses of all sizes. Backed by the nation’s largest Gig-speed broadband network and 24/7 customer support, Comcast Business is a leading technology provider and has been recognized as an innovator in the industry.