CO Salary Range: USD 127,050.00 - 181,500.00 per year
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 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.
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Job Duties and Responsibilities
The Head of Customer Experience Insights is a strategic leader responsible for developing and implementing comprehensive customer insights strategies that continuously improve and enhance the overall customer experience. This role involves leading a team to gather, analyze, and interpret customer data, transforming insights into actionable strategies that align with the company's goals. As part of CXO operations, this role will collaborate cross-functionally with marketing, product, IT, and other operations teams to ensure that customer needs and preferences are at the forefront of business decisions.
Key Responsibilities:
- Customer Insights Strategy
- Develop and execute a robust customer insights strategy and Voice of the Customer program that aligns with our business objectives
- Lead the collection and analysis of customer data from various sources (e.g., surveys, social media, customer reviews, customer feedback, and additional touchpoints and research)
- Identify key drivers of customer experience, trends, and impediments
- Data Analysis and Interpretation
- Utilize advanced analytics tools and methodologies to analyze customer behavior and trends
- Translate complex data into clear, actionable insights for stakeholders at all levels of the organization
- Monitor and report on customer satisfaction, loyalty, and other key performance indicators (KPIs)
- Customer Experience Management
- Understand the customer's end-to-end journeys and micro-journeys to identify pain points and opportunities for improvement
- Collaborate with product development, marketing, and operations teams to enhance the customer experience across all touchpoints
- Inform initiatives to improve customer satisfaction, loyalty, and lifetime value
- Leadership and Team Development
- Build, mentor, and lead a high-performing team of customer insights analysts and experienced professionals
- Foster a culture of continuous learning and innovation within the team
- Manage the team's workload, priorities, and professional development
- Stakeholder Collaboration
- Work closely with senior leadership to align customer insights and experience strategies with broader business goals
- Serve as a customer advocate in cross-functional meetings and decision-making processes
- Present findings and recommendations to key stakeholders, including executive leadership
- Innovation and Continuous Improvement
- Stay current with industry trends, emerging technologies, and best practices in customer insights and experience management
- Identify and implement new tools, techniques, and processes to enhance data collection, analysis, and customer experience initiatives
- Drive continuous improvement in customer experience through innovation and iterative testing
Education and Experience:
- Bachelor's degree in Marketing, Business Administration, Data Science, or a related field
- A Master's degree or MBA is preferred
- 7+ years of experience in customer insights, customer experience management, or a related field, with a proven track record of leadership.
Skills and Qualifications:
- Strong experience in data analysis, market research, and customer journey mapping
- Experience in a leadership role, managing teams, and cross-functional projects
- Excellent communication and presentation skills, with the ability to influence stakeholders at all levels
- Strategic thinking and problem-solving abilities
- Demonstrated ability to lead and inspire teams
Compensation: $127,050.00/Year - $181,500.00/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.
This will be posted for a minimum of 3 days or until the position is filled.