Customer Experience Insights Lead

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 Infinite, Boost Mobile, DISH Wireless, OnTech and GenMobile.

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.

Job Duties and Responsibilities

DISH is seeking a highly experienced and skilled Customer Experience Insights lead to join our Wireless Customer Experience team. In this role you will be responsible for overseeing the continued development and implementation of our Customer Experience program, which aims to capture and analyze customer feedback from customer care interactions, surveys, and social media to drive product and service improvements.

You will work collaboratively and cross-functionally to proactively address customer pain points and drive an accelerated focus on E2E CX journey improvements. You will leverage data and customer insights to transform the customer experience while focusing on customer-centric metrics and driving actionable insights that will result in improved and measurable customer outcomes and will help us achieve our mission to make it simple to connect and do business. This role offers an opportunity to lead, exhibit strong execution and make an impact on delivering exceptional customer experience.

In this role you will be responsible for leading and managing innovative CX advocacy programs that better the overall experience of our customers. You will work closely with other CX leaders, Product and Care teams to determine the needs of our customers, be an advocate and voice of the customer to identify opportunities to enhance E2E customer experience. You will assist in defining the scale and impact of customer issues, streamline communication to cross-functional teams, and monitor progress. This will include influencing business and operations stakeholders to drive customer experience improvements and determining ROI to aid in prioritization and tracking outcomes of customer experience improvements.

This role reports to Customer Experience Operations (CXO), headquartered in Englewood, CO.

Key Responsibilities:

• Oversee a comprehensive Customer Experience program and ensure continued alignment with the overall business strategy. Partnering with cross functional stakeholders and decision makers to ensure our surveys continue to align with the strategy of the business and in the industry ensuring we are engaging customers for feedback at appropriate moments in the customer lifecycle. Stay up-to-date with industry trends and best practices in Customer Experience programs, and apply this knowledge to continuously improve our program.

• 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. Providing weekly, monthly, and quarterly insight reports to stakeholders and leadership. Tracking key performance indicators (KPIs) to measure the success of the VoC program.

• Identify and prioritize key themes and trends in customer feedback, and work with the product and service teams to implement improvements. Uncovering customer experience impediments through deep dive analyses and journey mapping to bring the customer's experience to life and working with cross functional teams to prioritize improvements. Develop and maintain dashboards and reports to identify themes and trends and track progress and impact of VoC initiatives.

• Business Acumen: Understanding 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.

Skills, Experience and Requirements

Education and Experience:

• Bachelor's Degree or above

• At least 5+ years of experience in a program management role, with a focus on customer experience and analytics

• Minimum 2+ years of Wireless/Telecommunications

Skills and Qualifications

• Excellent verbal, written, visual, and storytelling communication and interpersonal skills, with the ability to work effectively with both technical and nontechnical stakeholders

• Strong analytical and problem-solving skills, with experience in data analysis and interpretation

• Experience with data visualization tools and techniques

• Experience influencing and driving strategic, cross-functional initiatives within large organizations

• Experience in process improvement

• Experience using Qualtrics Engage and/or Qualtrics XM Discover tools is preferred but not required

Salary Ranges

Compensation: $83,950.00/Year - $119,900.00/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.