Wireless Customer Experience Senior Insights Specialist - 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:

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.

Job Duties and Responsibilities:

The Customer Experience Transformation Team identifies and values the key customer pain points driving customer effort and impacting satisfaction through customer feedback, highlights opportunities to increase long-term loyalty, and consults with key stakeholders across the Wireless business to drive impactful customer experience improvements.  Through this work, the Customer Experience Transforming Team helps the organization increase customer satisfaction, drive customer loyalty, and move the business forward in a way that creates promoters of our various wireless brands.

The Customer Experience Senior Insights Specialist reports to the Wireless Customer Insights Manager on the Customer Experience Transformation Team.

Key Responsbilities:

• Analyze CX data via customer feedback from social media and surveys to identify trends, patterns, and actionable insights to make meaningful recommendations for focus to improve the customer experience
• Develop a deep understanding of customer behavior, preferences, and pain points through data analysis
• Collaborate with teams across the company to define key metrics & dashboards to track effectiveness of our initiatives
• Partner with CX groups across all of our brands and Consumer Insights to provide a holistic view of our customers
• Utilize a deep understanding of CX methodologies (OSAT, NPS, CES, etc.) to analyze business
• Understand and stay current on the latest advancements in Voice of the Customer tools, techniques, and technologies
• Develop a deep knowledge of our business, customer experience and industry, and share knowledge and expertise with stakeholders, fostering a customer-centric culture 
• Embed yourself in key groups as a trusted partner across the customer care, marketing, product and operations organization to gain executive support and influence business strategies
• Understand how to best share and utilize data for action
• Create compelling executive presentations that effectively communicate insights, recommendations, and progress on CX initiatives
• Present findings, recommendations, and business cases to senior leadership and stakeholders, providing clear and actionable insights
• Utilize journey analytics tools and techniques to understand and interpret customer journeys across various touch points
• Identify pain points, critical interactions, and areas of improvement through analysis 

• Develop a deep understanding of customer attitudes, motivations, needs, and behaviors

Skills, Experience and Requirements:

Education and Experience:

• BA/S degree or equivalent proven experience in consulting, data analysis, customer journey mapping or related role, ideally with a focus on customer experience
• Telecommunications or Wireless experience preferred

 

Skills and Qualifications:

• History of excellent, positive teamwork; proactive collaboration in a cross-functional environment; and highly effective problem resolution skills
• Ability to translate data into actionable insights and deliver recommendations; must be able to use advanced quantitative techniques across the spectrum of diagnostic statistical analysis and predictive/prescriptive approaches
• 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
• Practical experience generating process documentation and reports
• Ability to thrive in a fast-paced, rapidly changing, and highly dynamic environment

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.

 

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled. 

Salary Range:USD $63150.00 - $90000.00 / Year