Director Decisioning Performance Analytics and Optimization

Profile

Job Information

Comcast

Director, Decisioning Performance Analytics and Optimization

in

Philadelphia

Pennsylvania

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

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 40 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 Nexus is a Comcast built decision engine that drives optimal Customer Experiences through Next Best Action, Personalization, and Omni-Channel capabilities. Backed by Artificial Intelligence, Nexus is constantly optimizing while flexing to meet changing customer and business needs. The Nexus team is looking for a Director to head up Performance Analytics and Optimization for the Nexus Decisioning program and to become a trusted partner for our business leaders to solve their most complex problems. Nexus Performance Analytics includes regular and ad hoc read-outs to our business partners, proactively building reusable and repeatable analyses/methodologies and democratizing those through self-service reporting and dashboards. Nexus Optimization requires the candidate to draw analytical insights and collaborate with our data science team to identify potential areas for optimization. In addition, the role will require proactively running experiments at scale, eventually running dozens of simultaneous experiments. The candidate should be able to rigorously discuss and defend the underlying statistical principles of analytics to senior management. This role has high visibility to senior management and a great opportunity for growth. Looking for a true independent self-starter that knows the discipline, has a vision, and can run with it. The ultimate goal is to have our reporting team get smarter, better, and faster over time.

Job Description

Core Responsibilities

Work with partners across Lifecycle Marketing, Base Management, Channels, Customer Experience, Divisions, and MarTech to identify business needs and analytics opportunities, scoping customized analyses to drive increased marketing and business performance.

Focus primarily in the areas of Sales, Marketing, Retention, Loyalty, and Engagement for Existing Customers and Prospects.

Primary channels include Web, Mobile, Call Center, Retail, Email, LSA, X1, Chatbot, IVR.

Report out program impacts on multiple metrics including: Customer Lifetime Value, Margin, Churn, Units Sold, NPS, Engagement, Contact Rate, and Self-Service Containment.

Demonstrate 'big picture' understanding of Comcast's business drivers, and develop innovative analytical frameworks to address them.

Lead, mentor, and delegate to a team of 6 analysts, on-shore and off-shore.

Grow and expand the skillset of the team with an eye towards diverse & forward-pushing skills.

Synthesize and simplify the natural complexity recommendations so it drives broader business adoption, buy-in, and action.

Educate other teams on decisioning analytics/optimization methodologies, concepts, and address the business questions directly and succinctly.

'Telling the Story' is essential in read-outs, not just presenting pages of statistics.

Automate and operationalize readouts and analyses through self-service dashboards and repeatable processes.

Proactively look through data and analytics to identify areas of optimization and build, own, and execute on an analytics roadmap.

Identify and set up multiple experiments and A|B Tests to validate hypotheses.

Collaborate and work with data architects, data stewards, engineering, and external vendors with data preparation, ETL, investigation, methodology, and development.

Competencies

Explore the unknown, brainstorming new ideas, building things, breaking things, and tireless attempt to identify business solutions.

Independent self-starter who doesn't wait for direction from others.

Ability to simplify pages of statistics into executive summaries with recommendations that can be absorbed quickly by stakeholders and upper management.

Not just doing the job, but understanding why we are doing the job.

Ability to delegate work effectively to team members while giving them a chance to shine.

Explain and defend the underlying statistical and analytics principles behind the work.

Strong interpersonal skills and ability to build business relationships.

Ability to evaluate and respond to stakeholders requests and requirements and modify analyses and deliverables accordingly.

Deep understanding of the purpose and challenges of hold out and control groups.

Excellent analytical, problem-solving, and critical thinking skills.

Clear and concise writing, presentation, and verbal skills to portray compelling stories based on data and insights.

Expertise in relational databases and a requisite programming language (e.g., SQL, R, or Python) to work with and lead the training of junior employees.

Statistics and Data Analysis experience.

Ability to investigate data (vetting, anomaly detection and resolution, etc.).

Experience with Data Visualization software and dashboard building (e.g., Tableau, Looker, Datorama, PowerBI).

Strong Excel skills.

Must be able to adapt to variable schedule(s) as necessary, and work through other duties and responsibilities as assigned.

Education and Experience

Minimum: BA/BS degree in statistics, marketing, economics, mathematics, finance, or computer science.

Preferred: MA/MS degree in a quantitative discipline.

9 years of relevant work experience in an analytic role, including time spent pursuing an advanced degree.

Experience with decisioning technologies (Pega CDH, IBM/HCL Interact, SAS RTDM, etc.) and telcos (Verizon, AT&T, Cox, etc.) is preferred, but not essential.

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 an EOE/Veterans/Disabled/LGBT employer.

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

10 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.

Company info

Comcast
Website : http://corporate.comcast.com