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Senior Analyst | Digital NPS & CX Journey Insights

Comcast


  • Utilize tNPS for Insights and Improvements: Employ tNPS action IDs, customer verbatim data, and Quantum Metric across multiple audits and projects to pinpoint pain points, potential issues, and areas for customer journey audits, including Payment Audit, XA Audit, Moves Audit, and Personalized Price Rise Audit.

  • Comprehensive Analysis and Impact Identification: Analyze customer impact, providing supporting data to create business cases that help prioritize findings for optimizations, A/B experimentation testing, and visual presentation to all levels of management.

  • Cross-Functional Collaboration for Unassisted Channels: Work closely with multiple stakeholders and cross-functional teams, including Customer Experience Operations, Journey, Division, and Experience leads to identify and drive improvements in unassisted channels such as Xfinity Assistant, Dotcom, IVR, and Xfinity App.

  • Champion NPS Callback Program: Lead the NPS Callback program for the DXP organization, fostering customer engagement and feedback to further enhance customer experience.

  • Monitoring and Evaluation: Track improvements in KPIs as experiences are optimized and evolved, including ongoing monitoring of the IVR Mosaic Migration 5 Standards Validation and Dotcom 2.0.

  • Major Achievements in Audits and Trials: Played pivotal roles in various audits such as the Moves Experience Audit and Outage Wars 2022 Outage Simulation. Participated in Quality Trials like the Dotcom 2.0 launch, reflecting commitment to excellence and innovation.

  • Supporting Digital Transformation: Contributed to significant company achievements such as the sunsetting of the Xfinity MyAccount App and the launch of the Xfinity App, reflecting the adaptability and forward-thinking approach.

  • Nurturing a Culture of Continuous Improvement: Participated in the DXP NPS Summit, facilitated working sessions, and drove projects that integrate NPS into daily work practices, fostering a culture of continuous improvement and customer-centricity.

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2022.08

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