Xfinity Mobile
The mandate, sustain and grow our ambition to innovate and deliver on our mission: mobile as it should be. Xfinity Mobile challenged industry conventions by creating a wireless offer that is designed to save money. Seamless and automatic switching between wifi and lte, always providing the best data.
As hire number 2 within the product org, designed and scaled an organizational structure centered around our consumer value propositions. Specifically owning and leading a team of product managers focused on the end-to-end service experience CVP. Core belief that service is a key differentiator, not a table stake. Believing in our ethos - the product is the experience and the experience is the product - service became the marque element that drove Xfinity Mobile success.
Key outcomes:
Industry best NPS +50 (industry average +25)
Exceeded gross adds forecast by 25%
50% digital channel sell through (industry 93% in store sales channel)
Industry first 2-way SMS via 1-800
Role: Director of Product and CX
Managed team of 5 product / sr product managers
Responsible for end-to-end service experience - communications journey / webchat / SMS / bots / agent experience / self-service / knowledge base
Tapped to defined 18 month strategic road with North Star vision
Approach and Process:
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Designed a flying formation that allows the team to thrive, while seamlessly weaving into a broader organization
Stakeholder buy in and feedback
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Owning creative agency relationships and directing work with clearly articulated expected outcomes
Design critique
Accountability on deliverables vs SOW
SOW and RFP process
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Supporting a team to deliver on their work and stated objectives
Blocking and tackling - tearing down blockers and challenges
Coaching - delivering positive and constructive feedback
Goal setting - personal development plans to help elevate to next level