VP, Customer Experience - West Division

$249,101 - $373,652/Yr

Comcast - Centennial, CO

Full-time - Executive

Centennial, CO

11-50 employees

Broadcasting and Content Providers

About the position

The Vice President, Customer Experience for Comcast's West Division is responsible for leading strategic and operational initiatives aimed at transforming the customer experience. This role involves collaboration across various teams to ensure the successful implementation of key customer experience initiatives, leveraging best practices from both traditional and non-traditional service providers. The VP will analyze data, prioritize projects, and communicate effectively with executive leadership to drive improvements that exceed customer expectations.

Responsibilities

• Ensure successful execution of key customer experience initiatives in the West Division.
• Understand and interpret Division and Region-specific drivers of reliability issues.
• Partner with National CX leaders and Customer Journey Leads to prioritize foundational CX improvements.
• Collaborate within the CX team around Net Promoter System (NPS) and all-digital solutions.
• Lead planning and internal communication processes for key initiatives affecting customer experience.
• Implement operational improvements in collaboration with engineering, operations, and communications teams.
• Analyze data and customer experience standards to prioritize top CX efforts for the division.
• Solicit feedback from customers using NPS Best Practices.
• Define success metrics for new systems or processes and establish tracking plans.
• Oversee development of scalable plans and processes to improve operational efficiency.
• Communicate with all levels of Executive Leadership.
• Influence Division decisions and align partners on strategy and execution of Customer Experience objectives.

Requirements

• 10 years of related experience in customer experience or operational leadership.
• Strong leadership, communication, and program management skills.
• Proven ability to show ROI for innovative solutions.
• Exceptional persuasion skills in dealing with divergent opinions and competing priorities.
• Ability to work in a highly matrixed environment.
• Capacity to manage and prioritize projects in a dynamic environment with ambiguity.
• Strong people leadership skills and ability to develop others.
• Bachelor's Degree; Master's Degree or equivalent experience preferred.

Nice-to-haves

• Experience in the cable industry or with Comcast technology and products.
• Familiarity with operational support processes such as Digital, Care, Tech, and XOC.

Benefits

• Comprehensive health insurance coverage
• 401(k) retirement savings plan
• Paid time off and holidays
• Tuition reimbursement
• Professional development opportunities
• Employee discounts on services
• Flexible work arrangements