Job Information
Dish Network Wireless Customer Experience Senior Insights Specialist in ENGLEWOOD, Colorado
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
Salary Ranges
Compensation: $63,150.00/Year - $90,000.00/Year
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.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer - Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. We are a true merit-based organization and work hard so there are no artificial barriers to one's potential success. DISH is committed to a workforce where everyone's opportunities are limitless.
Consistent with this commitment, DISH will endeavor to provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to the employee or others, or is otherwise not required by law.