Job Description

Department Summary

DISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We also pioneered the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.
 
Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.
 
We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve and to join our team as we embark on the next chapter of our story.
 
Opportunity is here. We are DISH.

Job Duties and Responsibilities

As the CX Analyst, you’ll join DISHs award-winning Customer Experience Transformation Team (CXT) to bring analytic concepts to life, helping the business make informed decisions about customer experience. You’ll help identify and champion the resolution of key customer pain points, engaging with key stakeholders across the business to build impactful analytic stories. You’ll deepen the company’s understanding and empathy for customers by ensuring appropriate measures, systems, programs, processes, and tools are in place to drive an industry-leading customer experience. 

An ideal candidate is an expert in the customer experience space with a deep understanding of the challenges that companies face and is up to date with CX issues, links them to CX Index data and insights, and advances our CX thought leadership. You’ll have opportunities to explore new tools to enrich the analytics process and we expect you to advance your skills as you mature on the team. Ultimately, we want someone that gets excited when discovering insights in the data that haven’t been communicated before. 

Primary Responsibilities

Leading CX measurement activities: Implement and maintain feedback loops at all stages of the customer lifecycle to create a full company view of business initiatives on the CX. 

Problem solving and root cause analysis: Analyze and align customer data with the relevant journey to understand CX performance and pain points. Identify opportunities for improvement, provide intelligence to business partners, and implement scorecards to provide data driven CX performance visibility across the company. 

Benchmarking of CX performance: Leverage benchmarked CX metrics such as NPS and CSAT to understand position against competitors and industry to identify areas for improvement or competitive advantage. 

Communication and Storytelling: Organize and present information to bring the customer experience to life in both formal presentations and informal discussions, tailored to the specific audience. 

Build case for change: Utilize customer experience data with operational data to understand the impact of poor experiences and drive the business case for change. 

Interpersonal and Consultative skills: Embedding yourself in key groups as a trusted partner in gaining executive support and influencing business strategies and can quickly find common ground and solve problems for the good of all. 

Skills, Experience and Requirements

Experience with customer data including interaction, behavioral and voice of the customer data 
Familiar with customer experience data in an omnichannel setting, with exposure to emergent technologies and platforms that enable these workstreams
Extensive experience in analytics and data visualization with the ability to translate data into actionable insights 
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 and highly effective problem resolution skills with ability to influence actions across the business. 

A Successful CX Analyst will have the following: 

Deep expertise in spreadsheets and presentation tools such as Google Sheets and Slides.
Experience with creating extracts and visualizations in Tableau or similar tools
Excellent written and verbal communication skills with the ability to write reports and procedure documents
Excellent quantitative and analytical abilities, with proficiency in statistics
Commitment to the Dish culture of Curiosity, Pride, Adventure and Winning
Bachelor’s degree from a four-year college or university in a quantitative field such as statistics, data science, or business analytics (MS or MBA is preferred)