Lead Data Analyst - Englewood, CO

Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

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 Mobile 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

As the Wireless CX Lead Data Analyst, you’ll join DISHs award-winning Customer Experience Transformation Team (CXT) to bring innovative analytic concepts to life, helping leadership make informed decisions about customer experience for our Wireless businesses. You’ll identify and champion the resolution of key customer pain points using advanced data modeling, engaging with key stakeholders across the business to build impactful data-driven stories. As part of a lead advisory role, you’ll mentor a team of data analysts to help deepen the company’s understanding of our customers by ensuring appropriate measures, systems, programs, processes, and tools are in place to drive an industry-leading customer experience.

An ideal candidate is a highly analytical data scientist with a comprehensive understanding of the challenges that wireless companies face, and is adept at explaining the latest data analytics modeling techniques to derive insights from numerous Customer Experience (CX) data sources. You’ll have full support to leverage cutting-edge machine learning capabilities to expand our analytics processes and advance our CX thought leadership within and across teams. Ultimately, we want someone with a passion for inspiring peers to utilize state-of-the-art analytical methods and analytical best practices to deliver groundbreaking insights that drive meaningful improvement in wireless customer experience.

 

Key Responsibilities:

 

Leading CX measurement activities: Implementing feedback loops at all stages of the customer lifecycle to create a full company view of business initiatives on the CX; profiling and researching customer behavior and attributes using statistical analysis techniques and machine learning algorithms to gain insights into customer behaviors, preferences, and needs
Analytical thinking and problem solving: Spearheading complex data analysis projects from inception to completion, ensuring alignment with strategic business goals; developing methodologies to address long-term business needs and objectives, including data modeling and predictive analytics; analyzing customer data to identify pain points, opportunities for improvement, and providing intelligence to business partners and implementing scorecards to embed CX data across the company
Data science and knowledge management: Managing knowledge by maintaining documentation of all developed statistical analysis and machine learning algorithm techniques related to Voice of Customer initiatives; researching new data science techniques and VOC best practices to improve CX modeling capabilities in understanding customer behaviors and sentiment
Mentoring and Team Development: Guiding and supporting team members in data analytics technique best practices, focusing on skill development, critical thinking, and analytical methodologies; promoting a culture of continuous learning and professional growth within the data analytics team; consulting on data collection strategy and results analysis
Cross-Functional Collaboration: Partnering closely with business units, product teams, and customer service departments to understand their needs and provide data-driven recommendations; acting as a key liaison between the VOC team and other departments, ensuring alignment on customer experience goals and initiatives; contributing to the development and execution of strategic initiatives aimed at improving the overall customer experience; providing thought leadership on customer experience trends and best practices, using data to support strategic decision-making
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; presenting in-depth analysis and summary findings to stakeholders and representing the team as a data SME in partner meetings
Business Acumen: Understanding how subscription-based businesses work and infusing functional expertise into day-to-day discoveries; researching current industry trends and possible future policies, practices, trends, technology, and information affecting the Wireless industry; conducting competitive intelligence and being aware of how strategies and tactics work in the marketplace

Additional Qualifications/Responsibilities
Skills, Experience and Requirements

Education and Experience:

Degree in a quantitative field, such as Statistics, Mathematics, Computer Science, Economics, or equivalent practical experience; a Master’s degree with solid hands-on work and consulting experience is a plus
Skills and Qualifications

Extensive experience in analytics and data visualization with the ability to translate data into actionable insights
Proficiency in querying raw data (SQL), statistical analysis, data modeling, and data visualization
Experience with supervised and unsupervised machine learning algorithms and quantitative modeling techniques, across the spectrum of diagnostic statistical analysis and predictive/prescriptive approaches
Excellent organizational, verbal, presentation, visual, storytelling, and written communication skills; ability to transform raw data into an effective story and lead presentations sharing results to team members who may not have an extensive background in statistics
History of excellent, positive teamwork; advising peers on analytical best-practices, data querying, and statistical modeling techniques; proactive cross-functional collaboration and highly effective problem resolution skills
Comfortable working in a program and project management capacity; consulting with stakeholders to adapt deliverables as needed throughout the project’s lifetime
Keen attention to detail and organization; the ability to manage and execute multiple delivery engagements simultaneously; practical experience generating process documentation and reports
Ability to interact with and communicate effectively with a large spectrum of different stakeholders, including IT personnel, senior business executives, and technology vendors

Preferred Qualifications

Proven experience in collecting, analyzing and interpreting customer feedback data to drive insights and improvements in customer experience
Programming languages such as Python, R, or equivalent strongly preferred
Familiar with customer experience data in an omnichannel setting, with exposure to emergent technologies and platforms that enable these workstreams

Salary Ranges

Compensation: $83,160.00/Year - $118,800.00/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