Wireless CX Data Analyst

5 days ago

Greenwood Village, United States National Guard Employment Network Full time
Job Description

Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

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 Mobile and Gen Mobile.

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

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

An ideal candidate is a highly analytical data insights expert with a comprehensive understanding of the challenges that companies face, and is familiar with the latest data analytics modeling techniques to derive insights from numerous CX data sources. You'll have full support to leverage cutting-edge machine learning capabilities to expand our analytics processes and advance our CX thought leadership within and across teams. Ultimately, we want someone that gets excited when discovering insights via state-of-the-art analytical methods that haven't been communicated before.

Key Responsibilities:

Analytical thinking and problem solving: Spearheading complex data analysis projects from inception to completion, ensuring alignment with strategic business goals. Developing methodologies to address long-term business needs and objectives, including data modeling and predictive analytics. Analyzing customer data to identify pain points, opportunities for improvement, and providing intelligence to business partners and implementing scorecards to embed CX data across the company.
Data science and knowledge management: Managing knowledge by maintaining documentation of all developed statistical analysis and machine learning algorithm techniques related to Voice of Customer initiatives. Researching new data science techniques and VOC best practices to improve CX modeling capabilities in understanding customer behaviors and sentiment.
Communication and Storytelling: Organizing and presenting 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. Presenting in-depth analysis and summary findings to stakeholders and representing the team as a data SME in partner meetings.
Business Acumen: Understanding how subscription-based businesses work and infusing functional expertise into day-to-day discoveries; researching current industry trends and possible future policies, practices, trends, technology, and information affecting the Wireless industry; conducting competitive intelligence and being aware of how strategies and tactics work in the marketplace.
Cross-Functional Collaboration: Partnering closely with business units, product teams, and customer service departments to understand their needs and provide data-driven recommendations. Acting as a liaison with other departments, ensuring alignment on customer experience goals and initiatives. Contributing to the development and execution of key initiatives aimed at improving the overall customer experience. Providing thought leadership on customer experience trends and best practices, using data to support strategic decision-making.

Additional Qualifications/Responsibilities

Skills, Experience and Requirements

Education and Experience:

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
Skills and Qualifications:

Extensive experience in analytics and data visualization with the ability to translate data into actionable insights
Proficiency in querying raw data (SQL), statistical analysis, data modeling, and data visualization
Excellent organizational, verbal, presentation, visual, storytelling, and written communication skills; ability to transform raw data into an effective story and lead presentations sharing results to team members who may not have an extensive background in statistics
Keen attention to detail and organization; the ability to manage and execute multiple delivery engagements simultaneously
Comfortable working in a program and project management capacity; consulting with stakeholders to adapt deliverables as needed throughout the project's lifetime
History of excellent, positive teamwork; proactive collaboration; and highly effective problem resolution skills.
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 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 to drive insights and improvements in customer experience
Experience with supervised and unsupervised machine learning algorithms and quantitative modeling techniques, across the spectrum of diagnostic statistical analysis and predictive/prescriptive approaches
Programming languages such as Python, R, or equivalent strongly preferred
Familiar with customer experience data in an omnichannel setting, with exposure to emergent technologies and platforms that enable these workstreams

Salary Ranges

Compensation: $72,400.00/Year - $103,400.00/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

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