Product Success Analyst

Job Description

Responsibilities

As one of the world's premier entertainment portfolios, NBCUniversal International Networks & Direct-to-Consumer delivers quality content and compelling brands to over 160 territories across Europe, the Middle East, Africa, Latin America and Asia Pacific. Delivering a full range of entertainment experiences to local audiences across the globe, the unique brands include Universal TV, SYFY, USA, E! Entertainment Television, 13TH STREET, DIVA, Studio Universal, Telemundo Internacional, CNBC, Bravo, and DreamWorks. NBCUniversal's streaming offering outside the US includes Universal+, a premium streaming subscription service available in Latin America offering subscribers both live programming and an extensive range of compelling VOD content available all in one place. NBCU's direct-to-consumer activity outside the US includes Hayu, the all-reality SVOD service available in 27 territories – including the UK, Canada and across Europe and Asia Pacific – as well as Peacock on Sky.

NBCUniversal is one of the world's leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. NBCUniversal owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, world-renowned theme parks, and a premium ad-supported streaming service. NBCUniversal is a subsidiary of Comcast Corporation.

Job Description

The Product Success Analyst supports the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience. Assists with research, collection, database administration, and analysis of customer data and feedback.

Responsibilities
• Answer customer requests via email (Zendesk) and through our social media accounts when needed.
• Resolve customer complaints and issues.
• Maintain a constant communication with supervisor and Team Product to escalate issues and report bugs, failures timely.
• Develop and implement customer service routines and processes for agents to follow.
• Assure quality of the messages and information we are sending to the users (orthography, accuracy of the response, etc.).
• Foster a customer-centric culture in keeping with our brand image.

Qualifications

Basic Qualifications:
• Bachelor's degree in marketing, Digital, or related field
• 1+ years' call center/customer experience
• Proficiency in Microsoft Word, Excel and PowerPoint applications
• Spanish/Portuguese Language fluency (written and spoken)
• Intermediate or Advanced English
• Zendesk previous experience / knowledge preferred.

Desired Characteristics:
• Passion for digital products and UX
• Strong interpersonal and communication skills
• High attention to detail
• Critical thinking and logical reasoning skills are key as well as data driven decision making.
• Excellent organization and time management skills are required.
• Ability to multitask in a fast-paced work environment & prioritize work.
• Excellent team player

Additional Information

NBCUniversal's policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. NBCUniversal will consider for employment qualified applicants with criminal histories in a manner consistent with relevant legal requirements, including the City of Los Angeles Fair Chance Initiative For Hiring Ordinance, where applicable.

Jobcode: Reference SBJ-r1k4n0-3-139-82-23-42 in your application.