Charlie Herrin serves as Executive Vice President and Chief Product Officer for Comcast Cable. In this role, Charlie oversees the Product & Technology and Customer Experience teams to ensure millions of Comcast customers are delighted with an innovative, simple, easy, and consistent end-to-end experience every day. The teams he oversees are focused on delivering best-in-class products in three key areas, including Digital Home, Entertainment, and AI & Discovery, as well as providing a personalized and seamless customer experience.
Charlie previously served as the Chief Customer Experience Officer. In this role, he transformed the customer experience by leading the deployment of the largest Net Promoter System (NPS) in North America and incorporating AI and ML into Comcast’s customer and employee support tools. He also partnered with business leaders across the organization to ensure that all employees put the customer at the center of every business decision.
Prior to that, Charlie served as Senior Vice President of Product Design and Development, where he was responsible for all aspects of the design of Comcast’s Xfinity products – from conception through consumer testing and deployment. Charlie led the design team behind the X1 Platform, the Company’s next-generation television experience, and was the driving force behind Comcast’s initiative to deliver a consistent user experience across platforms. His team received Emmys for their work in design, TV viewing, and app development.
Since joining the company in 1999, Charlie has held a variety of business and product development roles and has led the creation of key platforms and industry firsts, including user self-installation, national retail agreements, Comcast’s first digital websites and features, and mobile applications.
Charlie graduated with honors in Economics from the University of Washington.