Customer Experience Senior Insights Analyst

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.

The Customer Experience Transformation Team identifies the key customer pain points driving customer effort and impacting satisfaction through customer feedback. The team highlights opportunities to provide a 5-Star experience and consults with key stakeholders across the Wireless business to drive impactful customer experience improvements.

Primary Responsibilities:

• Analyze CX data via customer feedback from social media, surveys, reviews, and Customer Care interactions (Phone and Chat), and AI tools 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 define key metrics & dashboards to track effectiveness of initiatives.
• Partner with CX groups across all of our brands and Consumer Insights to provide a holistic view of our customers.
• Utilize a deep understanding of CX methodologies (OSAT, NPS, CES, etc.) to analyze the business.
• 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.

• 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.
• Develop a deep knowledge of our business, customer experience and industry, and share knowledge and expertise with stakeholders, fostering a customer-centric culture

Qualifications:

• BA/S degree or equivalent proven experience in consulting, analysis, customer journey mapping or related role, ideally with a focus on Customer Experience.
• Ability to translate data into actionable insights and deliver recommendations
• A strong understanding of service design, including the methods and techniques like journey mapping and systems thinking
• History of excellent, positive teamwork; proactive collaboration in a cross-functional environment
• 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 projects simultaneously
• Practical experience generating process documentation and reports
• Ability to thrive in a fast-paced, rapidly changing, and highly dynamic environment

Preferred Qualifications

• Telecommunications or Wireless experience

Visa sponsorship not available for this role

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.