Sr. Analyst, DOE Field Engagement

Comcast Philadelphia, PA

About the Job

Business Unit:

Job Summary:

DOE is a system that is Comcast built and owned with an intuitive and consistent user interface for all customer facing employees Sales and Care that will replace our legacy billing interface. 75% of the Company's sales volume is Agent-led, so improving their tool set can have a major impact on the business. There are significant OPEX savings forecasted in the Company's Long Range Plan as part of DOE implementation by simplifying the sales process and making order entry more streamlined.

This role is part of the DOE Field Engagement team. The Team and the Role serves as a main point of contact for end users of the DOE system-all sales channels, across all Regions, Divisions and functional areas.

This position will solict frontline end-user feedback through various methods, priotize it based on frequency and business needs and develop requirements to advocate for particular needs of the channel or workgroup. The position will support both Trials as well as deployments/launches of the tool.

Employees at all levels are expect 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:
- Solicit feedback from sales channels and workgroup leadership and teams.
- Conduct necessary Trials with various sales channels to solicit feedback and inform requirements.
- Write user requirements for Product Management team.
- Assist with preparing for and conducting key meetings with end-user leadership to both convey updates and solict input on future enhancements and requirements.
- Assist with builidng implementation plan, sequence and t-minus timing templates and playbooks customized for each workgroup type.
- Partner with CU to build training and schedules (LSOs and classroom)
- Assist with communication and trainings required to launch DOE systems and tools.
- Cooridante, specify, communicate and distribute reporting needs for DOE KPIs for executive and sales channel leadership.
- Interacts closely with matrixed cross-functional teams (both field and corporate) in order to secure alignment.
- 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) as necessary.
- Other duties and responsibilities as assigned.

Job Specifications:
- Bachelors Degree or Equivalent
- Generally requires 5-7 years related experience





Comcast is an EOE/Veterans/Disabled/LGBT employer