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 VOC insights Manager, you’ll join DISHs award-winning Customer Experience Team in identifying and valuing the key customer pain points driving customer effort and perceived value, highlight opportunities to increase long-term loyalty, and consult with key stakeholders across the DISH TV business leading to drive impactful customer improvements.
Primary Responsibilities
Leading CX/VOC insights strategy – Implement and analyze feedback loops at all stages of the customer journey to create a full company view of business initiatives on the CX. Leverage benchmarked CX metrics such as NPS, CSAT, CES, and social sentiment to analyze position against competitors to identify areas for improvement or competitive advantage. Connect this data to business critical metrics to eliminate siloed units into effective cross-functional teams.
Lead the analysis of large data sets – Maintain a quantified CX priority list of actionable insights that can be used to achieve business results developing a team capable of analyzing CX data across surveys, social media, customer care contacts and digital interactions using a blend of Experience management software, NLP/ML statistical models, and analytical techniques.
Customer advocacy through partnerships – Embedding yourself in key groups as a trusted partner across customer care, marketing, product and operations organizations gaining executive support and influencing business strategies. Understands how to best share and combine and utilize data for action. Influences others through informal authority to accept new approaches and can quickly find common ground and solve problems that benefit all.
Team leadership & development – leads a team of high-performing analysts & data scientists able to achieve business results by aligning team’s goals to broader company and department objectives, focusing team on results vs activities through disciplined project management systems, facilitating innovation, and continuous team process improvement. Motivates team by providing clear strategy, direction, opportunities for learning and development and consistent feedback through formal development plans.
Communication & storytelling – Able to bring customer data to life using compelling, visually appealing storytelling in formal settings. Delivers weekly, comprehensive written analysis to CEO & executive team, presents monthly in-person business review to department heads & directors across the business, able to communicate complex technical concepts to both technical and non-technical stakeholders, and able to communicate business objectives to the front-line level.
Skills, Experience and Requirements
- 2+ years working in the CX space, ideally with VoC and Customer Journey management
- 2+ years of experience managing and developing business/data analysts
- Excellent presentation skills and experience presenting to executive audiences
- Data proficiency – working with large volumes of unstructured customer data. Comfort using statistical techniques, data mining, and visualizing data to uncover patterns, trends, and correlations that lead to actionable insights.
- Business acumen – understands how businesses operate and generate revenue, and how organizations work, understands key metrics such as churn, customer care contact rates, and customer lifetime value
- Continuous learning & adaptability – stays on top of market, industry, AI/ML CX trends to understand the latest industry business trends, technology, software, metrics, and approaches to improve CX
Salary Range
Compensation: $76,300.00/Year – $109,000.00/Year
Compensation and Benefits
We also 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.