Senior Business Analyst - Voice of the Customer (VOC) at DISH (Greater Denver Area)
DISH is a Fortune 200 company 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 are doing it again with 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 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 Analyst, 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.
Lead CX actionable insights strategy - Analyze CX data to identify trends, patterns, and actionable insights and meaningful recommendations. 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 our initiatives.
CX/VOC Business Expertise - Has a deep understanding of CX / VOC methodologies. Understands and stays updated on the latest advancements in VOC tools, techniques, and technologies. Has a deep knowledge of our business, customer experience and industry, and can share knowledge and expertise with stakeholders, fostering a customer-centric culture.
Financial Business Cases - Collaborate across the business to develop financial analysis that support CX initiatives and investments. Analyze financial data, CX metrics, and ROI calculations to build compelling business cases for CX improvements. Partner closely with finance teams to ensure accurate financial modeling and cost-benefit analysis.
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.
Communication & storytelling - 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.
Journey analytics - 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. Collaborate with CX Journey teams to integrate journey insights into CX strategies and initiatives.
Skills, Experience and Requirements
Skills and Qualifications:
- Proven experience in data analysis, market research or a related role, ideally with a focus on CX/VOC
- Strong analytical and problem solving skills, with the ability to derive insights from complex data
- Proficiency in using statistical analysis tools and data visualization tools; CX data platforms a plus
- Excellent communication and presentation skills, with the ability to convey complex information to executives
- Strong collaboration skills with the ability to work effectively in cross functional teams
- Strong business acumen in how businesses operate and experience with key metrics such as churn, contact rate, and CLV
Compensation: $72,350.00/Year - $103,400.00/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.