CO Salary Range: USD 72,350.00 - 103,400.00 per year
Company Summary
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
Department Summary
Beyond connecting customers to their favorite entertainment, our Video Services teams, powering DISH TV and Sling TV, deliver an award-winning TV experience to millions of customers. These dynamic teams are unwavering in their commitment to continuous innovation, ensuring the evolution of their products and the constant enhancement of the overall customer experience.
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Job Duties and Responsibilities
Key Responsibilities:
- Analyze CX data and customer feedback from Customer Care interactions (Phone and Chat), Surveys, and Social Media, to identify trends, patterns, and actionable insights to make meaningful recommendations 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 provide a holistic view of our customers, define key metrics, and create dashboards to track effectiveness of initiatives
- 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
- Implement interaction and behavioral feedback loops through the entire customer lifecycle and work to embed CX data across the company by providing intelligence to business partners
- 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
- 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
- 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 a deep understanding of CX methodologies (OSAT, NPS, CES, Interaction Analysis, etc.) to analyze the 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
Education and Experience:
- BA/S degree or equivalent proven experience in consulting, data analysis, customer journey mapping or related role
Skills and Qualifications:
- Ability to translate data into actionable insights, communicate complex ideas effectively, and deliver recommendations to a large spectrum of different stakeholders, including IT personnel, senior business executives, and technology vendors.
- History of excellent, positive teamwork; proactive collaboration in a cross-functional environment and highly effective problem resolution skills.
- 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 a background in CX.
- Keen attention to detail and organization; the ability to manage and execute multiple delivery engagements simultaneously
- Practical experience generating process documentation and reports
- Extensive DBS knowledge and experience; to include product and package expertise and familiarity with customer demographics and habits
- Proven experience in collecting, analyzing and interpreting customer feedback data to drive insights and improvements in customer experience
- Familiar with customer experience data in an omnichannel setting, with exposure to emergent technologies and platforms that enable these workstreams
Visa sponsorship not available for this role
Salary Ranges
Compensation: $72,350.00/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; 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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
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.