Manager User Experience

Profile

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 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. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in customer experience, we want you to fast-forward your career at Comcast. Comcast's Frontline Experience Design Team is a collaborative, in-house design team, concepting and prototyping the best ideas into accessible experiences for our employees. We transform customer service and sales through research, innovation, empathetic design, and operational efficiency. We work with Comcast customer service agents, retail store associates, and technicians to help them deliver best-in-class experiences. You will have access to best-in-class customer insights, industry experts, and opportunities to attend industry conferences-all ways to accelerate your career development and customer empathy. You will be part of a diverse design group with countless opportunities to evolve your design skillset. As a Design Manager with the Frontline Experience Design Team, you're responsible for user-centered experience design, working closely with business verticals to ensure business vision and customer expectations are met. You'll collaborate on overall experience with an emphasis on interactive design, visual design, documentation, and accessibility. You will be hands on in the work (Figma, Sketch, Jira) while leading your team as a 'player/coach' to evolve and elevate our customer experience across all channels. In addition to being a creative leader, you will manage a passionate team of user experience professionals and partner with stakeholders at various levels of the organization, including leadership teams, product owners, engineers, legal and policy teams, and more. Along the way, you'll have the opportunity to grow personally and professionally working at a Fortune 50 company to create a lasting impact on a new business and service that customers use and love every day.

Job Description

Core Responsibilities

Responsible for leading a team creating employee-facing products and services that elevate the customer's experience across the company's product offerings.

Develops, mentors, and trains individual contributors to ensure department work performance and objectives are met.

Develops processes and procedures to drive efficiencies.

Works closely with design and project teams to understand business and user needs, refine requirements, rapid prototype, and create exceptional user experiences.

Helps define and ensure best practices and design standards are documented and utilized across the team.

Collaborates with internal and external stakeholders on product direction and design.

Builds strong relationships and operating rhythms with leaders inside and outside their core product team to efficiently implement user experiences that are cohesive, inclusive, and well informed.

Creates specifications for and manages, the testing and implementation of development projects in accordance with the objectives of the online business channels.

Ensures that the usability of all online products are of the highest standards content, navigation, usability, search engine optimization and technical implementations.

Establishes processes to develop easy to use and intuitive interaction models and visual interfaces for products, services and solutions. Validates the models, designs and implementations through internal and external verifications.

Prepares, conducts and facilitates the interaction with product management and engineering in brainstorming activities to create and implement compelling and intuitive interface designs.

Facilitates overall development of and articulation of end user tasks and needs.

Identifies competitive trends, new user experience developments and standards and internet usage trends.

Leads the effort to research and analyze user characteristics and needs through such techniques as user profiling, competitive analysis, contextual inquiries and task analysis.

Participates on a team to develop user case scenarios that support product requirements.

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 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.

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, or any other basis protected by applicable law. Comcast will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law, including the Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance.

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

Salary:

National Pay Range: $95,964.20 USD-$224,916.10 USD

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.

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