Data Analyst - Voice of Customer

Company Summary
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
Department Summary
Beyond connecting customers to their favorite entertainment, our Video Services team delivers an award-winning TV experience to millions of customers across DISH TV and Sling TV platforms. Our dynamic teams are unwavering in our commitment to continuous innovation, ensuring the evolution of products and the constant enhancement of the overall customer experience.
Job Duties and Responsibilities
Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.
As a Voice of Customer (VOC) Analyst, you will own the management and reporting of Video Services (DISH and Sling) VoC and operational metrics. You will be responsible for identifying and connecting data insights to customer pain points, collaborating with teams to build impactful data-driven stories, and ultimately improving the overall customer experience. We are looking for an expert data analyst with a deep understanding of querying and linking data to key VoC metrics to deliver insights on customer behavior.
Key Responsibilities:

• Analyze customer data to uncover actionable insights, identify pain points, and guide business partners toward improved outcomes
• Own and report on all Video Services VoC metrics (NPS, OSAT, CSAT, etc.) while maintaining deep understanding of the customer experience
• Serve as a thought leader for delivering a best-in-class customer experience, influencing business decisions through customer insights
• Partner with the analytics organization to democratize VoC data, enabling teams across the business to leverage customer intelligence
• Conduct quantitative and qualitative research, perform statistical analysis, and build predictive models to inform strategy
• Develop and maintain documentation, dashboards, and reports; present insights effectively to both technical and non-technical audiences

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
• 4+ years experience in analytics and data visualization with the ability to translate data into actionable insights
• 4+ years experience working with raw data and comfortable SQL querying within a cloud-based relational database environment to synthesize and extrapolate data values within spreadsheets from various reporting sources
• 4+ years experience with CX reporting tools - Qualtrics (Engage and Discover)/Medallia, Tableau, Sprinklr/Sprout, Pypestream, etc
• 4+ years experience with quantitative techniques, across the spectrum of diagnostic statistical analysis and predictive/prescriptive approaches

Skills and Qualifications:

• xceptional communicator with the ability to translate complex data into clear, engaging stories for both technical and non-technical audiences
• Highly organized and detail-oriented, adept at managing multiple projects simultaneously in fast-paced, dynamic environments
• Strong collaborator with a track record of resolving problems and partnering effectively across diverse stakeholders, including executives and IT teams
• Experienced in collecting, analyzing, and interpreting customer feedback from non-standardized sources to drive measurable CX improvements
• Skilled in statistical analysis, data modeling, and visualization, with proficiency in Python, R, and SQL preferred
• Knowledgeable in omnichannel CX data, emerging technologies, and machine learning, with expertise in tools like Qualtrics, Tableau, Sprinklr/Sprout, and Pypestream

Visa sponsorship not available for this role
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. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
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.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )