Xfinity Retail Sales Consultant

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
This manager serves as a strategic member of the Customer Lifecycle Communications team, focusing on designing and developing communications plans to support customer account management, including billing, pay, and collections. This role involves aligning with several company stakeholders to develop appropriate communications, and it is heavily weighted toward bridging gaps to support a unified and consistent customer experience. The manager will liaise with senior leaders to ensure cross-functional consistency.

Job Description

Are you...

- Driven   to provide   the best   communications   experience for customers ,   even in   difficult situations ?
- A t rue collaborator   who   can   collaborate with   colleagues and teammates   to align on a consistent customer experience ?
- Someone who   can   influence even without   total   ownership   of   specific workstreams ?
- Self-motivated by   learning new data, diving into customer feedback,   and   dissecting customer touch points and jour neys to   identify   where there may be   opportunities   for improvement ?

Job Duties :

- Develop and lead the customer communications strategy across the billing, payment, and collections lifecycle, ensuring customers receive clear,   timely , and transparent information that supports retention and reduces involuntary churn.
- Define communication requirements and strategic initiatives that support enterprise-wide billing and customer retention journeys.
- Drive alignment across customer-facing channels to deliver a consistent, seamless, and customer-centric experience.
- Build and execute a communications roadmap that unifies billing, payment, and   collections   experiences across customer segments,   identifying   opportunities to improve engagement and outcomes.
- Monitor customer feedback, communication performance metrics, and service-related sentiment to   identify   trends and implement strategies that improve   the customer   experience, Net Promoter Score (NPS), and brand trust.
- Stay current on industry trends, emerging technologies, and best practices to continuously enhance communications effectiveness and customer engagement.
- Partner with leaders and stakeholders across Customer Service, Operations, Public Relations, Government Affairs, Legal, and other business functions to ensure strategic alignment and messaging consistency.
- Collaborate with product, technology, and digital experience teams to design, implement, and   optimize   communication strategies across digital, self-service, and one-to-one customer channels.
- Lead cross-functional initiatives that improve the effectiveness, clarity, and efficiency of billing and service communications while supporting key business and customer experience   objectives .
- Use data, customer insights, and performance analytics to measure communication effectiveness, inform decision-making, and drive continuous improvement across customer journeys.

Key   Competencies Include

To be successful in this role, the candidate must:

- Keep the customer experience at the forefront of everything they do
- Be curious and push status   quo
- Be able to collaborate with   cross-functional   partners and have excellent relationship   management skills
- Be able to   pivot with the shifting priorities of the company
- Have   strong   communication s &   writing   skills
- Be able to create and provide analysis for executive summaries and readouts; be able to present in front of senior leadership
- Embrace opportunities   to learn more, understand   data   and its implications continually .

Requirements:

- Bachelor's Degree   or equivalent
- Generally   requires   5+   years   related experience
- Communications experience with strong command of written language including grammar,   tone   and voice
- Regular,   consistent   and punctual attendance.
- Consistent exercise of independent judgment and discretion in matters of significance.
- Ability to work off hours and weekends as communications needs arise
- 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.
- Support a culture of inclusion in how you work and lead.
- 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.

Skills
Campaign Management, Campaign Strategy Development, Communication, Curious Mindset, Customer Experience (CX), Solution-Oriented

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 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.

Certifications (if applicable)

Relevant Work Experience
5-7 Years

Comcast is 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.