Vice President of Pay, Policy, and Engagement
Jamie Faith Roff is the Vice President of Pay, Policy, and Engagement at Comcast with 27 years of experience.
Jamie is responsible for Cross-Journey engagement, Cross-Channel governance, and deployment; Prepaid and Internet Essentials policy and operations; Xfinity Mobile and care convergence strategy and execution; National policy standardization efforts; Pay Journey strategy and execution; Customer Experience engagement for the Executive Vice President and Chief Customer Experience Officer.
Jamie’s mission is to optimize financial, operational, and experiential outcomes through cross functional leadership, journey enablement, and customer experience engagement, collaborating across the business to deliver seamless, frictionless experiences, and improve business efficiency.
Most recently Jamie lead policy standardization efforts supporting the creation of a universal CX team, unifying care activities, functions, and operations, creating a cohesive national operating unit.
Jamie served as the Customer Experience lead for the COVID-19 response to customer delinquency, providing payment plans and payment flexibility to over 600K customers. She also served as the Customer Experience lead for the national billing system conversion and standardization project, converting over 10 million customers from the Amdocs billing platform to the CSG billing platform.
Jamie resides in New Jersey with her husband Shane and is the mother of twins Morgan and Marcus. Outside of work, Jamie is a fitness enthusiast, training in Muay Thai, Cardio Kickboxing, Weight-Training, enjoying mud runs and physical fitness competitions.