Director, CX Strategy and Programs

Comcast Philadelphia, PA

About the Job

Business Unit:

Job Summary:

Responsible for directing the strategic planning involved with important cross-functional programs and projects that are critical to strategic CX business objectives. You will define customer experience journeys, uncover critical trends by analyzing data, and develop and execute strategic internal communications plans that drive cross-functional collaboration and efficiencies.

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 and diversity
  • Do what's right for each other, our customers, investors and our communities

Core Responsibilities:

Customer Experience

  • Support and participate in design thinking sessions to reveal opportunities that enhance the customer experience journeys
  • Become an expert in CX programs and business processes
  • Critically analyze existing CX programs and design customer journeys that drive significant improvement in NPS
  • Manage the preparation of Cross-functional Leader Forums, including proposed agenda, driving accountability and assisting in developing deck and content; bring best practices and drive standardization to meeting executions
  • Ensures proper post-project analysis and 'continuous improvement' approach, with a keen eye for metrics and communications effectiveness
  • Liaises with CX leaders, product owners, project managers, and subject matter experts to proactively build out roadmaps and project plans
  • Synthesizes critical information across teams and proposes/develops frameworks to guide work execution


  • Analyze disperse data sets, identify trends and summarize insights to drive key decision making
  • Collaborate with business analytics team to define metrics that support CX journey programs;
  • Mine data across dashboards and customer verbatims in NPS surveys; create meaningful data cuts that highlight interesting correlations and key drivers

Internal Communications

  • Develop strategic internal communications plans designed to drive business results, align teams, support long-term goals, inform and engage cross-functional collaboration related to the CX organization
  • Regularly develops and explores new ideas, tools and strategies, such as social forums and platforms
  • Apply and optimize a mix of communication domains, tools, and channels to effectively reach internal stakeholders, including creating internal websites, developing templates and customizing tools
  • Demonstrated experience to develop new, and maintain existing, internal client communications deliverables, including, but not limited to: talking points, online content, internal announcements, presentations, and pitch decks
  • Strong project management skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines
  • Demonstrate excellent organizational skills with the ability to prioritize workload and multi-task while maintaining strict attention to detail
  • Demonstrate the ability to use sound judgment and discretion regarding confidential information

Skills Requirement:

  • Demonstrated commitment to customer centricity
  • Strong leadership, communication, and program management skills and have the ability to balance competing priorities in a very dynamic/fast paced environment
  • Strong technical acumen
  • Excellent written, verbal, and presentation skills required
  • Excellent meeting facilitation, planning and management skills required
  • Demonstrated ability to work effectively across organizational boundaries
  • Advanced experience with PowerPoint, Excel, Word, and Visio
  • Design Thinking experience

Education Level: Masters or equivalent

Field of Study: Business or related

Years of Experience : Generally requires 12+ years of experience

Comcast is an EOE/Veterans/Disabled/LGBT employer