DISH Senior Business Operations Analyst – Customer Experience in Englewood, Colorado
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 becoming #1 in customer experience by creating a best-in-class end-to-end journey for our customer. The Customer Experience (CX) Team will support DISH in achieving this goal by identifying and implementing strategic initiatives that will benefit customers while improving efficiency.
The CX Team focuses on continuous improvement of the customer experience by engaging teams across all lines of business to define, design and deliver optimal customer journeys. As a Senior CX Analyst, you will join a high performing group that is empowered to create a world class customer experience. The team builds rich insights based on voice-of-the-customer research, and then designs an ideal future state experience using design thinking principles.
The desired candidate will be expected to design and implement highly innovative and visible projects that are transformative to the customer experience. Additionally, she/he will proactively build relationships with cross-functional partners and use personal influence to gather support and create organizational buy-in. The right person for this role will have a blend of consumer intuition, curiosity, creativity, and execution orientation which will be utilized in leveraging customer insights to design and implement process improvements resulting in competitive differentiation and financial results. The candidate will address and resolve issues related to how the sales, marketing, installation, and service entities work together to deliver a seamless consistent customer experience at every touch point.
Key responsibilities for the position include:
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, focus groups, and cross-functional journey mapping. Produce recommendations to fix pain points and create positive experiences.
Facilitate and lead cross-functional teams in defining a future state vision for the cross-channel customer experience, develop strategies aligned to that vision, and identify enterprise capabilities needed to close the gap between current state and future VOC driven journeys. Translate high level experience design into specific solutions that improve cross-channel customer interactions and customer NPS.
Utilize design principles such as persona development, journey mapping, agile methodology, customer co-design, and “how might we?” thinking.
Work with consumer insights team to understand/define/refine the customer segments and develop strategies based on insight into customer behaviors and propensities. Translate strategies into business rules that define how each type of interaction should be handled for each customer segment.
A successful Senior Business Operations Analyst on the CX 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 experience in customer experience design/marketing strategy
Proven track record of creating value by delivering impactful cross-functional improvements to the omni-channel customer experience
Understanding of and experience utilizing Design Thinking principles to impact customer emotions and improve customer experience
Ability to work independently and lead cross-functional groups during projects
Collaborative disposition with a proven ability to build relationships and influence leadership and indirect peers
Excellent oral and written presentation skills with the ability to communicate well with various stakeholders at all levels
Vacancy Name: 2017-38373
External Company Name: DISH Purchasing Corporation
External Company URL: http://www.dish.com/