Analyst 4 - Billing Operations & Solutions

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
The Lead Message Experience Analyst serves as a subject-matter expert for highly complex and high-impact customer-facing billing statements and communications across Residential and Small to Medium Business experiences. The role leads solution design, requirements, risk assessment, validation, issue resolution, and control improvements; influences cross-functional decisions; and provides functional leadership to ensure accurate, timely, compliant, scalable, and reliable billing communications. As a lead professional, this role operates with a high degree of independence in a complex, high-volume environment and exercises judgment in matters of significance. The role provides subject-matter expertise, leads and improvement initiatives, and identifies opportunities to strengthen controls, improve automation, reduce risks, and enhance the message experience.
Job Description
Core Responsibilities:

• Lead the design, implementation, and validation of highly complex or high-impact billing statement content, customer communications, and related configurations.

• Provide subject-matter expertise on customer scenarios, system logic, platform capabilities, dependencies, regulatory requirements, and implementation impacts.

• Translate ambiguous or strategic business, legal, regulatory, and customer needs into scalable requirements, business rules, solution options, and execution plans.

• Direct advanced research across statement content, billing data, bill codes, discount codes, configurations, integrations, and production results to determine root causes and solution paths.

• Use SQL, Excel, and other tools to evaluate complex data, reconcile outcomes, identify systemic trends, and validate end-to-end behavior.

• Define validation strategies, control points, success measures, and go/no-go criteria for significant communication changes and releases.

• Lead resolution of critical defects, customer-impacting issues, recurring exceptions, and data-quality concerns; verify corrective and preventive actions.

• Identify significant risks and control gaps, recommend mitigation, and strengthen quality, compliance, data-integrity, and operational-control practices.

• Guide reporting and analysis on statement quality, defects, operational performance, implementation results, risk indicators, and emerging issues.

• Recommend solutions and influence decisions based on customer impact, business value, regulatory considerations, system dependencies, timing, and data.

• Coordinate complex cross-functional initiatives across business, technology, development, legal, compliance, operations, and vendor partners.

• Establish reusable standards, documentation, processes, and best practices that improve consistency, scalability, and execution quality.

• Provide functional leadership, coaching, work review, and subject-matter guidance to analysts without direct people-management responsibility.

• Represent Message Experience in planning, prioritization, governance, incident response, and continuous-improvement forums.

• Promote accurate, timely, consistent, compliant, and reliable customer billing experiences.

• Maintain regular attendance and work nights, weekends, variable schedules, or overtime as business needs require.

• Perform other duties as assigned.

Preferred Qualifications

• Extensive progressive experience in billing statements, customer communications, business systems, application operations, business analysis, or a comparable function.

• Demonstrated expertise analyzing highly complex requirements, customer scenarios, system behavior, integrations, dependencies, risks, and implementation options.

• Experience leading requirements, solution design, business rules, process flows, validation strategies, release readiness, and operational documentation for significant initiatives.

• Advanced analytical, problem-solving, proofreading, and attention-to-detail skills with a record of resolving systemic issues and recommending scalable solutions.

• Advanced proficiency with Excel and practical SQL experience for complex research, reconciliation, trend analysis, root-cause analysis, and validation.

• Deep experience with customer-facing content, regulated communications, quality control, compliance, data integrity, risk management, and operational controls.

• Ability to evaluate customer, business, financial, regulatory, operational, and technical impacts and influence decisions across functions.

• Executive-ready written and verbal communication skills and the ability to align business, technology, legal, compliance, operational, and vendor partners.

• Ability to lead complex initiatives, manage competing priorities, exercise independent judgment, and provide direction in ambiguous situations.

• Expertise with Biller data tables, bill codes, discount codes, BriteBill, or comparable billing and communication platforms is strongly preferred.

• Experience establishing standards, improving controls, identifying automation opportunities, and coaching or guiding other analysts.

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.

• 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 callbacks, and helping elevate opportunities to do better for our customers.

• Drive results and growth.

• Respect and promote inclusion - do what's right for each other, our customers, investors, and our communities.

Comcast Competencies: Professional Level

• Alignment & Quality Execution: Priorities aligned to goals, be accountable, use data to make decisions, and optimize processes and resources

• Win as One: Embrace change & adapt, communicate openly, keep safety top of mind, be respectful/inclusive/curious, and exhibit a companywide sales culture

• Customer First Mindset: Put customers at the center of our decisions, execute first time right, understand customer needs, and turn insights into actions

• Advance with Tech: Embrace AI tools for innovation/automation, apply critical thinking, and use analytical judgment to think differently, fail fast

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 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.
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.
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
7-10 Years