Department Summary
As the Wireless Voice of Customer (VOC) Analyst, you’ll join DISHs award-winning Customer Experience Transformation Team (CXT) by leveraging innovative analytics to help the business make informed decisions about customer experience for our DISH Wireless businesses. You’ll identify and connect data insights with customer pain points while collaborating with cross-functional teams to help build impactful data-driven stories. You’ll deepen the company’s empathy for customers by ensuring appropriate measures, processes, and tools are in place to drive an industry-leading customer experience.
An ideal candidate is an expert in data analysis with a deep understanding of querying, synthesizing and linking data to key VOC metrics to deliver insights on customer behavior and overall experience. You’ll have opportunities to explore new tools to enrich the analytics process and we expect you to continue advancing your skills as you mature on the team. Ultimately, we want someone that gets excited when collecting, analyzing, and interpreting customer feedback data to deliver actionable insights and improve our customer experience.
Job Duties and Responsibilities
- Analytical thinking and problem solving: Analyzing customer data to derive insights, identify pain points, opportunities for improvement, providing intelligence to business partners and implementing scorecards to embed CX data across the company. Planning and conducting high-quality, in-depth quantitative and qualitative customer research efforts.
- Leading CX measurement activities: Develop and maintain customer feedback dashboards and VOC insight reports to track trends, sentiment, and customer satisfaction metrics. Creating customer attribute analysis to better understand and segment our customers.
- Data and knowledge management: Managing knowledge by maintaining documentation of all developed reports, metrics, and dashboards related to CX initiatives. Ensuring all CX-defined initiatives and processes are documented, implemented as designed, and redesigning business processes where applicable.
- 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. Communicating directly with customers in focus groups and representing DISH to vendors. Providing weekly insight reports to stakeholders and representing the department as a program lead in weekly meetings.
- Business Acumen: Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting your business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace. Spends time researching industry trends, competitive intelligence, and customer data.
- 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. Ensuring that customer insights are disseminated, deeply understood, and used as the basis for CX impacting decisions.
Skills, Experience and Requirements
- 2+ years experience:
- in analytics and data visualization with the ability to translate data into actionable insights
- working with raw data and comfortable SQL querying within a cloud-based relational database environment to synthesize and extrapolate data values within spreadsheets from various reporting sources
- with quantitative techniques, across the spectrum of diagnostic statistical analysis and
- predictive/prescriptive approaches
- 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.
- Practical experience generating process documentation and reports
- Ability to thrive in a fast-paced, rapidly changing, and highly dynamic environment
Preferred Qualifications
- Experience joining customer data across non-standardized data sources including interaction, behavioral and VOC survey data
- Familiar with customer experience data in an omnichannel setting, with exposure to emergent technologies and platforms that enable these workstreams
- Degree or equivalent work experience in Computer Science, Statistics, Mathematics, Economics, or related field
Bonus Qualifications
- A Master’s degree with hands-on work in Python or R is a plus
- Telecommunications or Wireless experience a plus
Salary Range
Compensation: $65,800.00/Year – $94,000.00/Year
Compensation and Benefits
From versatile health perks to new career opportunities, check out our benefits on our careers website.
Candidates need to successfully complete a pre-employment screen, which may include a drug test.