Data Scientist - Sling Voice of the Customer (VOC) - DISH

Company Summary:

DISH, an EchoStar Company, has been reimagining the future of connectivity for more than 40 years. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products, and now we are building America’s First Smart Network™.

 

Today, our brands include EchoStar, Hughes, DISH TV, Sling TV, Boost Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.

Department Summary:

Beyond connecting customers to their favorite entertainment, our Video Services teams, powering DISH TV and Sling TV, deliver an award-winning TV experience to millions of customers. These dynamic teams are unwavering in their commitment to continuous innovation, ensuring the evolution of their products and the constant enhancement of the overall customer experience.

Job Duties and Responsibilities:

As a Voice of Customer (VOC) Analyst, you will own the management and reporting of Sling’s VOC metrics and relevant operational metrics. You’ll identify and connect data insights with customer pain points while collaborating with the rest of the VOC team to help build impactful data-driven stories. You’ll deepen the company’s empathy for customers by ensuring appropriate measures, processes, and tools are in place to drive an industry-leading customer experience.

An ideal candidate is an expert in data analysis with a deep understanding of querying, synthesizing, and linking data to key VOC metrics to deliver insights on customer behavior and overall experience. You’ll have opportunities to explore new tools to enrich the analytics process and we expect you to continue advancing your skills as you mature on the team. The ability to think critically, be proactive, and take initiative to track down customer issues is an essential function of the role. Ultimately, we want someone who gets excited when collecting, analyzing, and interpreting customer feedback data to deliver actionable insights and improve our customer experience.

 

Key Responsibilities:

• Analytical thinking and problem-solving:  Analyzing customer data to derive insights, identify pain points, and opportunities for improvement, provide intelligence to business partners, and implement scorecards to embed CX data across the company. Planning and conducting high-quality, in-depth quantitative and qualitative customer research efforts. 
• Own Sling NPS OSAT, CSAT & other related customer experience data points; be intimately familiar with the customer experience - what works, what doesn’t, and what we need to prioritize.
• Work with other VOC team members to provide voice of the customer insights and feedback to internal business partners, and establish a clear understanding of how to use this data in order to improve the experience.
• Connect customer feedback to operational metrics in order to define business impact.
• Track deviations in VOC metrics to understand how different changes across the business impact customer perception/happiness with the brand.
• Create detailed, comprehensive, and well-structured reporting documents (in Google slides, sheets, or docs) that will allow CX data to be democratized across the organization.
• Develop and maintain customer feedback dashboards and VOC insight reports to track trends, sentiment, and customer satisfaction metrics.
• Develop and maintan topic model for unstructured feedback.  
• Spend time researching new data science techniques, VOC best practices, survey research, and development to improve CX modeling capabilities.
• Develop and maintain a thorough understanding of trends in the paid TV industry. 

Skills, Experience and Requirements:

Skills and Qualifications:

• Keen attention to detail and organization; the ability to manage and execute multiple delivery engagements simultaneously
• History of excellent, positive teamwork; proactive collaboration; and highly effective problem-resolution skills.
• Practical experience generating process documentation and reports
• Ability to thrive in a fast-paced, rapidly changing, and highly dynamic environment
• Ability to interact with and communicate effectively with a large spectrum of different stakeholders, including IT personnel, senior business executives, and technology vendors
• Proven experience in collecting, analyzing, and interpreting customer feedback data across non-standardized data sources to drive insights and improvements in customer experience
• Have experience working with data from CX reporting tools such as Qualtrics (Engage and Discover), Medallia, Tableau, Sprinklr, Pypestream, etc.
• Capability to communicate complex ideas effectively including the ability to transform raw data into actionable insights and share these results with team members who may not have an extensive background in statistics
• Experience with quantitative techniques, across the spectrum of diagnostic statistical analysis and predictive/prescriptive approaches

 

Preferred Qualifications:

• Proficiency in statistical analysis, data modeling, and data visualization; programming languages such as Python, R, and SQL are highly preferred
• Familiar with customer experience data in an omnichannel setting, with exposure to emergent technologies and platforms that enable these workstreams
• Experience with supervised and unsupervised machine learning algorithms and quantitative modeling techniques, across the spectrum of diagnostic statistical analysis and predictive/prescriptive approaches
• Degree in a quantitative field, such as Statistics, Mathematics, Computer Science, Economics, or equivalent practical experience. A Master’s degree with solid hands-on work and consulting experience is a plus

Benefits:

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities and a flexible time away plan; all benefits can be viewed here: DISH Benefits.

 

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level and competencies; compensation is based on the role's location and is subject to change based on work location. Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check.

 

This will be posted for a minimum of 3 days or until the position is filled.

Salary Range:USD $88000.00 - $103000.00 / Year