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Comcast Analyst II, Business Partner Process Efficiency in Greenwood Village, Colorado

Job Summary

Our Xfinity Home team is actively seeking a highly energized and motivated analyst to our team. The Xfinity Home team works out of the Greenwood, CO location, however, we are open to candidates nationwide who resides within the Comcast footprint. We are seeking those who have a passion for learning, has experience working and learning within a remote environment, and has a genuine LOVE for data and digging into the details of this data. If you are looking for an employer that would offer a challenge, the opportunity to learn and grow within the business, or a place to showcase your skills and talents within analytics, this may be a role to consider. The Analyst II will be supporting Global Business Partner Operations' for Xfinity Home Tier 1 Repair, Voice, and Chat teams. This person will collaborate with our business partners, determining effective solutions that would allow them to meet their goals while improving day to day metrics. This Analyst will work with the BI and engineering teams to ensure that the tools and reporting are spot on. While also ensuring that everything we do is working to improve the customer and agent experience within Xfinity. This person will work with cross-functional teams that encompasses representation from all divisions to understand current challenges. Works to define current processes that support the Provisioning, Customer Care and Technical Operations and defines the future state that will be enabled through technology.

Job Description

Core Responsibilities:

  • Supports analysis and design of existing and new business processes that span multiple areas of the organization, including Customer Operations, Sales Operations, Marketing, Training, Finance and Legal.

  • Develops scalable processes to support and benefit the Company's architecture vision.

  • Deconstructs technical concepts and metrics to facilitate process development.

  • Helps to define success metrics for each new system or process and establishes a plan to trace, observe and measure the success of those metrics.

  • Completes assessments of business processes and documents each of the following areas: problem statements, process flows, gap analyses and solution recommendations.

  • Develops repeatable and thus scalable, plans and processes in order to speed time to market and improve operational efficiency.

  • Interacts closely with matrixed cross-functional teams (both field and corporate) in order to secure alignment.

  • Diagnoses, corrects and documents issues, risks and problems using Quality Assurance (QA) practices.

  • 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.

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 flawless digital options at every touchpoint, and make them promoters of our products and services.

  • Know your stuff - be hardworking learners, users and advocates of our groundbreaking 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 insights.

  • 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.

Specifications:

  • 2 to 5 Years of Relevant Work Experience

  • Bachelor’s Degree

  • Excellent Verbal and Written Communication Skills

  • Strong Problem Solving Skills

  • Strong MS Office Experience (MS Excel, PowerPoint, and Word)

  • Ability to travel internationally (as needed)

  • Tableau Experience (preferred)

  • SQL (preferred)

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 an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

Relevant Work Experience

2-5 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. 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 (https://jobs.comcast.com/life-at-comcast/benefits) on our careers site for more details.

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