Manager, Customer Experience Strategy & Operations Comcast NBCUniversal
As a Manager on Comcast’s Customer Experience (CX) Strategy and Operations team, Julia leads collaboration among cross-functional teams to optimize Comcast’s implementation of Bain’s Net Promoter System (NPS) by ingraining and sustaining the NPS work practices into Comcast’s daily activities and company culture. In this role, Julia founded a formalized prioritization process that aligns reengineering efforts to the highest impacting business processes and focuses on discovering, assessing and diagnosing challenges to ultimately improve operational efficiencies by reducing customer effort. In 2017, Julia was temporarily deployed as an NPS coach to frontline supervisors in Comcast’s Beltway Region during the largest and most comprehensive Fortune 50 NPS implementation in history. Before joining Comcast’s CX team, Julia spearheaded recruitment efforts within Talent Acquisition to select, onboard and relocate ~100 undergraduate and graduate interns and rotational associates annually. Her introduction to the industry was as a financial analyst for NBCUniversal’s cable networks, Bravo and Oxygen, as she planned and analyzed key show campaigns budgets to align functional team priorities by forecasting information to be reported to cable HQ. Having graduated in the top ten percent of Villanova’s undergraduate business school with honors, Julia earned her degree in management and worked on campus as a team manager for the National Champion Villanova Men’s Basketball Program. Passionate about mentorship, diversity and inclusion, Julia is an active member of several of Comcast’s Employee Resource Groups and mentors undergraduate students through programs, such as Comcast’s Empowering Future Leaders Program and the Villanova School of Business Mentor Program.