Data Analyst, CX Process Optimization

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
Our Retail Wireless team, serving our Boost Mobile and Gen Mobile brands, is redefining consumer expectations through new platforms, new business models and new ways of thinking. Equipped with a first-of-its-kind 5G network, a passion for change and the power to drive it, we are the nation's fourth facilities-based wireless carrier and a new disruptive force in the market.
Job Duties and Responsibilities
The Retail Wireless CX Optimization team is a dynamic group in Business Operations, focused on understanding and enhancing the end-to-end customer journey across all channels. We leverage data from various sources to identify opportunities for improvement in customer experience, operational efficiency, and profitability. The team works closely with IT and Product teams to implement impactful changes. This role reports directly to the Manager, Retail Wireless CX Optimization within the Retail Wireless Business Operations group.
The Data Analyst, CX Process Optimization, will be responsible for analyzing operational data to identify opportunities for customer experience improvement and drive process optimization. This role will be focused on uncovering insights into customer behavior, operational performance, and the impact of process changes. The analyst will also help define approaches to business analysis working c losely with cross-functional teams including VOC and incident management to communicate data-driven recommendations and support the implementation of CX initiatives.
Key Responsibilities:

• Operational Data Analysis:
  • Extract, clean, and analyze operational data from various sources (e.g., CRM, billing systems, service platforms, incident management systems).
  • Identify trends, patterns, and anomalies in operational data to understand customer behavior and process performance.
  • Contribute to reports on key operational metrics and partner with the VOC team on CX KPIs.
  • Utilize a wide range of approaches to solving problems with data with a willingness to recommend alternative solutions and pivot quickly.
• Incident Data Analysis:
  • Analyze incident data to identify root causes of customer issues, recurring problems, and areas for process improvement.
  • Develop reporting on incident trends and support problem management efforts.
• Business insights:
  • Partner with cross-functional teams to provide data-driven insights and recommendations for process improvements and CX initiatives.
  • Communicate the business impact of data findings to technical and non-technical audiences.
  • Collaborate with the VOC team to integrate operational data with customer feedback and survey data.
  • Support the measurement and tracking of CX improvement initiatives using operational data.

Skills, Experience and Requirements
Education and Experience:

• Bachelor's degree in Business Analytics, Information Systems, or a related field.
• 2+ years of experience in data analysis, business intelligence, or a related field, with a focus on operational data
• Experience with data analysis tools (e.g., SQL, Excel)

Skills and Qualifications:

• Strong analytical and problem-solving skills, with a focus on operational data
• Proficiency in data manipulation, analysis, and visualization
• Excellent communication and presentation skills
• Ability to work with large datasets and complex systems
• Detail-oriented with strong organizational skills
• A passion for using data to drive operational improvements and enhance customer experience

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.