DISH, an EchoStar Company
From TV to 5G, we’re reimagining the future of connectivity. Ready to join the connectivity revolution?

Voice of the Customer Insights Specialist

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Employer Provided Salary: 63,150-90,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.

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.
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Job Duties and Responsibilities
DISH is seeking a Voice of Customer (VOC) and Customer Experience Journey Analyst to join our award-winning Customer Experience Transformation Team (CXT) and assist us in leveraging innovative analytics to help the business make informed decisions about customer experience for our DISH Wireless businesses. In this role, you will identify and connect data insights with customer pain points while collaborating with cross-functional teams to help build impactful data-driven stories. You will deepen the company's empathy for customers by ensuring appropriate measures, processes, and tools are in place to drive an industry-leading customer experience.
An ideal candidate is adept in data analysis and customer journey mapping with an ability to link data to key VOC metrics and deliver insights on customer behavior and overall customer experience. You will have opportunities to explore new tools to enrich the analytics process and we expect you to continue advancing your skills as you mature on the team. Ultimately, we want someone who gets excited when collecting, analyzing, and interpreting customer feedback data to deliver actionable insights and improve our customer experience.
Key Responsibilities:

  • Analyze customer feedback to derive insights, identify pain points, and opportunities for improvement, provide intelligence to business partners, and implement scorecards to embed CX data across the company
  • Develop and maintain customer feedback dashboards and VOC insight reports to track trends, sentiment, and customer satisfaction metrics; creating customer attribute analysis to better understand and segment our customers
  • Catalog and understand existing business or functional-specific journeys
  • Identify points of integration within the enterprise journey while recognizing the unique needs of each line of business and aligning with business objectives
  • Identify critical touchpoints and develop a deep understanding of customer attitudes/motivations/needs/behaviors using Voice of the Customer (VOC) feedback, data analytics, and trending, and cross-functional journey mapping
  • Organize and present 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
  • Map out customer experience journeys across the customer life cycle (Learn, Onboard, Use, Support, Leave) to identify gaps in the customer experience as well as produce recommendations to fix pain points and create positive experiences
  • Understand how businesses work, be knowledgeable in current and possible future policies, practices, trends, technology, and information affecting your business and organization, know the competition, be aware of how strategies and tactics work in the marketplace
  • Spend time researching industry trends, competitive intelligence, and customer data
  • Embed yourself in key groups as a trusted partner in gaining executive support and influencing business decisions and can quickly find common ground and solve problems, ensuring that customer insights are disseminated, deeply understood, and used as the basis for CX impacting decisions


Skills, Experience and Requirements
Education and/or Experience:

  • A bachelor's degree or 3+ years of relevant experience in:
    • Analytics and data visualization with the ability to translate data into actionable insights
    • Customer experience journey mapping across the customer life cycle (Learn, Onboard, Use, Support, Leave)


Skills and Qualifications:

  • 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 delivery engagements simultaneously
  • History of excellent, positive teamwork; proactive collaboration; highly effective problem resolution skills
  • Practical experience generating process documentation and reports
  • Ability to thrive in a fast-paced, rapidly changing, and highly dynamic environment
  • Telecommunications or Wireless experience preferred


Salary Ranges
Compensation: $63,150.00/Year - $90,000.00/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.
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.

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What are DISH, an EchoStar Company Perks + Benefits

DISH, an EchoStar Company Benefits Overview

DISH offers competitive, comprehensive benefits for our team members. From our generous PTO policy and healthcare offerings to profit-sharing, 401(K) matching and employee stock purchase options, we're committed to fulfilling our greatest benefit of all: opportunity. With perks like tuition reimbursement programs, hiring practices that promote diversity, employee referral program bonuses, plus great discounts for our products and services, DISH is dedicated to providing an inclusive, balanced work experience for all.

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
We actively seek out talent from underrepresented groups, maintain pay transparency on all job descriptions and foster an inclusive environment where innovation thrives.
Diversity recruitment program
In 2023, 31% of our technology hires were women, well surpassing the national average. This figure is just one example of our broader commitment across the organization.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Financial & Retirement
401(K)
401(K) matching
Employee stock purchase plan
Child Care & Parental Leave
Family medical leave
Company sponsored family events
Vacation + Time Off
Generous PTO
Paid holidays
Office Perks
Company-sponsored happy hours
Onsite office parking
Relocation assistance
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Customized development tracks

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