Manager, Growth Insights - Comcast Corporation

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 looking for a strategic, passionate, and collaborative Manager of Growth Insights to support the growing Consumer Research & Insights (CR&I) organization. This individual will be responsible for uncovering customer insights for growth and competitive teams across several areas (Internet, Mobile, Entertainment, Home) reporting into the Senior Manager of Growth Insights. This position will work closely and collaboratively with cross-functional partners in the following teams: Enterprise Business Intelligence; Strategy Performance and Analytics; and Loyalty Strategy and Rewards teams. They will also play a critical role in advocating for the customer when interacting with stakeholders and across the organization, ensuring that the customer perspective is represented as we both refine and create new world class experiences. The Manager will be an invaluable resource to business partners by actively participating in weekly meetings, fielding research requests from stakeholders, and turning insights into actionable nest steps that ultimately empower the organization to provide a better experience for our customers. The candidate will oversee consumer research from end-to-end and communicate meaningful results multiple times per month through presentations, emails and tailored executive summaries. This candidate must have a can-do attitude, proven track record of managing complicated project timelines with multiple external stakeholders, and most of all a passion and respect for our current and prospective customers.

Job Description

Core Responsibilities

• Work with business stakeholders to identify key areas of inquiry by Customer Journey phase and channel and transform these areas of questioning into testable research objectives.   
• Lead the design, development, and execution of qualitative and quantitative customer research initiatives. 
• Help stakeholder teams and relevant partners turn research insights into action items and additional areas of exploration through facilitation of team debriefs, workshops and/or ideation sessions.
• Manage external vendors through all phases of research projects.
• Deliver research results, key takeaways, and actionable insights through compelling storytelling. 
• Stay current on Customer Experience research methodologies and industry trends and incorporate new approaches when applicable to better support insights and inform company initiatives. 
• Collaborate with Manager of EX Insights (Employee Insights) to generate a complete understanding of the Comcast Experience.
• Maintain empathy for the customer through participation in regular interactions and observations of the customer using Human Centered Design methodologies and techniques.
• Collaborate closely with CR&I Research Operations team to provide perspective on composition and focus of Xfinity Insights Community customer panel.
• Execute portions of a research project, qualitative or quantitative, when needed based on timing, vendor availability and or budget needs.
• Communicate project updates and key insights across various insights teams through team meetings and team tracker updates.
• 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: 

• 5+ years of relevant work experience (quantitative and qualitative research experience, strategy, application of human centered design tools and processes) 
• Comfortable working in a fast-paced rapidly evolving environment
• Strong analytical, strategic thinking and problem-solving skills 
• Capability to design research, draft surveys and discussion guides, program research studies,  develop analytical plans, synthesize data from multiple sources and translate findings into actionable insights and recommendations to build final reports
• Experience moderating focus groups or in-depth interviews
• Experience collaborating with diverse stakeholder teams - capability to prioritize among multiple parts of the business and projects 
• Strong sense of urgency to deliver answers and consolidated POVs, working to get in-the-moment insights to drive real-time informed decisions 
• Exceptional interpersonal and communication skills 
• Experience managing vendor relationships 
• Understanding of qualitative and quantitative methodologies;  max diff, conjoint, a/b testing
• Proficiency in research tools & platforms; such as SPSS, Qualtrics, Mytake, Q, Marketsight
• Skilled in Excel and PowerPoint and telling stories with data
• Experience in customer and product focused research, specifically with concept testing, messaging, pricing, buy flow/customer journey and market sizing

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 & diversity.
• 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 proud to be 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:

Market Research; Analytical Analysis; Researching

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