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Customer Research & Insights Analyst

10/25/2018Call Center
Job Location:
Englewood, CO
Metro Area:
CO - Denver
Company Name: DISH
Website:  Click to Visit
DISH

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 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.

DISH is committed to being #1 in customer experience. The Customer Experience (CX) Insights team supports DISH in achieving this goal through its evaluation and analysis of critical customer journeys. A core component of the CX Insights team is the Voice of the Customer (VoC) program. This program builds rich insights by capturing experiential feedback throughout the customer life cycle. As a VoC Analyst, you will join a high performing group that is empowered to create a world class customer experience.

 

The desired candidate will guide the development of innovative research and survey methodology to provide actionable insight. Additionally, she/he will build relationships with cross-functional partners and use personal influence to gather support and create organizational buy-in. 

 

Key responsibilities for the position include:

  • Partner with survey methodologists, data scientists and business managers to ensure that all elements of the research (questionnaire, sample design, data collection methodology, analyses) meet dish’s objectives
  • Develop findings into compelling narratives and insights
  • Work continuously with internal business partners to drive the implementation of solutions and measure the impact of those solutions
  • Manage daily steps in the operational survey process; monitor methodology and questionnaire changes; investigate sample flows and completion patterns; enhance program designs through testing and analysis; and engage with operations partners to streamline and enhance processes
  • Manage research projects and utilize design principles such as persona development, journey mapping, agile methodology, customer co-design, and “how might we?” thinking to fulfill project objectives.
  • Work with cross-functional teams in defining a future state vision for the cross-channel customer experience, consult on strategies aligned to that vision, and identify enterprise capabilities needed to close the gap between current state and future VOC driven journeys.

A successful VoC Analyst on the CX Insights team will have the following:

  • Bachelor's degree from four-year college or university and five years related experience; or equivalent combination of education and experience; Master’s degree preferred
  • Minimum 2 years of experience in survey methodology and design and/or customer experience design and/or marketing research
  • Experience working in the Qualtrics CX platform or an equivalent survey platform is desired.
  • Awareness of customer preferences, cultural norms and knowledge about the subscription television industry or equivalent market
  • Expertise in a variety of statistical techniques (preferred) (e.g. factor analysis, text / data mining, decision trees, discriminate analysis, logistic regression, clustering, etc.) and the ability to distil insights with limited direction and structure
  • Excellent communication skills, both verbal and written; ability to articulate and present vision or concepts that educate and influence higher level thinking; ability to integrate multiple viewpoints and synthesize key messages into high-impact communications
  • Proficient at defining and documenting processes for the business “to be” and “as is” inclusive of task and objective workflows; conducts ongoing audits to validate process successes and define requirements for needed enhancements to processes
 
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