Voice of the Customer Insights Specialist - DISH

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.

Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents.

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DISH is seeking a Voice of Customer (VOC) and Customer Experience Journey Analyst to join our award-winning Customer Experience Transformation Team (CXT) and assist us in leveraging innovative analytics to help the business make informed decisions about customer experience for our DISH Wireless businesses. In this role, you will identify and connect data insights with customer pain points while collaborating with cross-functional teams to help build impactful data-driven stories. You will 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 adept in data analysis and customer journey mapping with an ability to link data to key VOC metrics and deliver insights on customer behavior and overall customer experience. You will 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. 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:

• Analyze customer feedback 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
• Develop and maintain customer feedback dashboards and VOC insight reports to track trends, sentiment, and customer satisfaction metrics; creating customer attribute analysis to better understand and segment our customers
• Catalog and understand existing business or functional-specific journeys
• Identify points of integration within the enterprise journey while recognizing the unique needs of each line of business and aligning with business objectives
• Identify critical touchpoints and develop a deep understanding of customer attitudes/motivations/needs/behaviors using Voice of the Customer (VOC) feedback, data analytics, and trending, and cross-functional journey mapping
• Organize and present information to bring the customer to life in both formal and informal presentations to large and small groups, to both technical and non-technical audiences
• Map out customer experience journeys across the customer life cycle (Learn, Onboard, Use, Support, Leave) to identify gaps in the customer experience as well as produce recommendations to fix pain points and create positive experiences
• Understand how businesses work, be knowledgeable in current and possible future policies, practices, trends, technology, and information affecting your business and organization, know the competition, be aware of how strategies and tactics work in the marketplace
• Spend time researching industry trends, competitive intelligence, and customer data
• Embed yourself in key groups as a trusted partner in gaining executive support and influencing business decisions and can quickly find common ground and solve problems, ensuring that customer insights are disseminated, deeply understood, and used as the basis for CX impacting decisions

Education and/or Experience:

• A bachelor’s degree or 3+ years of relevant experience in:
  • Analytics and data visualization with the ability to translate data into actionable insights
  • Customer experience journey mapping across the customer life cycle (Learn, Onboard, Use, Support, Leave)

Skills and Qualifications:

• Excellent organizational, verbal, presentation, visual, storytelling, and written communication skills; capability to communicate complex ideas effectively
• Keen attention to detail and organization; the ability to manage and execute multiple delivery engagements simultaneously
• History of excellent, positive teamwork; proactive collaboration; 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
• Telecommunications or Wireless experience preferred