Sr. Analyst, CXSO Incident Management, Social & Data Analytics

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

Department Hours: Monday–Friday, 6AM–11PM EST (OPEN Availability is Required)

Are you a data-driven storyteller with a passion for uncovering insights that drive real-world impact? Do you thrive in collaborative environments where your voice matters and your skills shape strategy? Comcast is seeking a Senior Analyst to join our CXSO Incident Management, Social & Data Analytics team, a tight-knit group of analytical minds dedicated to improving customer experience through data, social listening, and performance insights.

💡 Why This Role?
This is more than a reporting job, it’s a chance to shape strategy, influence decisions, and drive customer experience improvements on a larger scale. You’ll be part of a collaborative, analytical team that values curiosity, innovation, and continuous learning. If you're ready to take your data career to the next level and make a meaningful impact, we want to hear from you.

Job Description

🌟 What You’ll Do

As a Sr. Analyst, you’ll be at the intersection of incident management, social media intelligence, and data analytics, helping us understand and respond to customer-impacting events. You’ll:

• Build and maintain SQL-driven dashboards and reports using tools like Power BI, IOP, and Smartsheet.
• Analyze performance scorecards and data across all levels—from frontline operations to executive leadership.
• Monitor and interpret social media conversations using platforms like Sprinklr to identify trends, issues, and opportunities.
• Lead data storytelling efforts that translate complex findings into actionable insights for stakeholders across CXSO, Retail, and Workforce Management teams.
• Facilitate team training, peer learning, and knowledge sharing to elevate the group’s analytical capabilities.
• Host regular stakeholder meetings to align on priorities and share findings.
• Maintain and evolve internal tools like SharePoint and Smartsheet for tracking incidents, reporting requests, and team processes.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.
• This position is ineligible for visa sponsorship.  To be considered for this role, you must be legally authorized to work in the United States and not require sponsorship for employment now or in the future.

🤝 Who You’ll Work With

You’Ll Collaborate Closely With:

• The CXSO Incident Management team to surface and respond to customer-impacting issues.
• Workforce Management and Retail teams to align data insights with operational needs.
• Business partners across Comcast to ensure data is accurate, timely, and actionable.

📈 How Success is Measured

• Accuracy of data and effectiveness of reporting.
• Clarity and impact of your analysis and communication.
• Team enablement through training and shared learning.
• Proactive identification of trends and issues via social media and performance data.

🧠 What You Bring

✅ Must-Have Skills:

• 5–7 years of experience in data analytics or a related field.
• Advanced SQL proficiency—you’ll be writing and optimizing queries daily.
• Strong experience with data presentation and visualization.
• Familiarity with social media platforms and analytics tools.
• Excellent collaboration and stakeholder management skills.
• Proven ability in process analysis and continuous improvement.
• Training experience—you’ll help upskill peers and share best practices.

🌱 Nice-To-Have Skills:

• Experience with DBeaver, PostgreSQL, Sprinklr, Microsoft Power BI, and IOP.
• Comfort with Smartsheet and SharePoint for workflow and documentation.

Apply today and help us turn data into action.

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

Collaboration, Data Presentations, Process Analysis, Social Media Applications, SQL Database Queries, Structured Query Language (SQL), Training Techniques

Compensation

National Pay Range: $43,954.91 USD-$103,019.31 USD Illinois Pay Range: $46,702.09 USD - $90,656.99 USD Colorado Pay Range: $49,449.27 USD - $94,777.77 USD Hawaii Pay Range: $57,690.81 USD - $86,536.22 USD Washington DC Pay Range: $63,185.18 USD - $94,777.77 USD Maryland Pay Range: $52,196.45 USD - $94,777.77 USD Minnesota Pay Range: $49,449.27 USD - $86,536.22 USD New York Pay Range: $52,196.45 USD - $103,019.31 USD Washington Pay Range: $49,449.27 USD - $98,898.54 USD California Pay Range: $49,449.27 USD - $103,019.31 USD New Jersey Pay Range: $54,943.63 USD - $98,898.54 USD Vermont Pay Range: $52,196.45 USD - $82,415.45 USD

Comcast intends to offer the selected candidate base pay 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 to eligible employees.  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 on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

Bachelor's DegreeWhile 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 YearsComcast 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. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.