Business Operations Analyst - Customer Experience

Over the past 30 years, DISH has built a talented group of leaders and support teams at its corporate headquarters in Englewood, Colorado. As the company continues to develop, offering new products and services to an increasing customer base, it looks to recruit outstanding candidates capable of turning ideas and strategies into world-class results.

A successful Business Operations Analyst on the CX team will have the following:

• Bachelor's degree from four-year college or university and three years related experience; or equivalent combination of education and experience
• Proficiency in Microsoft Excel, PowerPoint and Word; some knowledge of database basics (e.g. SQL, MS Access) a plus
• Strong organizational skills; project management experience a plus
• Excellent oral and written presentation skills with the ability to communicate well with various stakeholders at all levels
• Proven quantitative and analytical abilities to build models and access solutions
• Excellent teamwork skills with ability to establish productive working relationships with other departments and personnel -Creativity and flexibility with the ability to frame problems broadly and develop multiple solutions

DISH is committed to becoming #1 in customer service by creating a best-in-class end-to-end experience for our customers and employees.  The Customer Experience (CX) team serves as a customer advocate, partnering with leaders across all business units to re-imagine the customer experience and ensure that customers are at the center of every business decision.  The goals of the CX team are to improve customer and employee satisfaction, reduce call volume, and increase customer loyalty.

The CX team’s internal consulting group drives the continuous improvement of the customer experience by analyzing cross-functional customer journeys and helping identify, analyze, recommend, implement, and measure process improvements.  This group will work with multiple organizations within DISH, including, but not limited to, Marketing, Programming, Sales, In-Home Services (technicians), Manufacturing, and Retention.  Key responsibilities for the position include:

• Assist in developing a best-in-class DISH customer experience program
• Identify areas of opportunity through employee focus groups, customer focus groups, and data analytics/trending
• Build a deep understanding of current business processes and customer journeys
• Perform strategic and financial analyses to improve the customer experience, simplify processes, and/or to create a financial impact
• Communicate with stakeholders to promote customer, employee, and cross-functional benefits, gain buy-in, and ensure operational plans are aligned with business objectives - Develop short term action plans and long terms strategies and work with business partners to execute
• Monitor and carry out post analyses to validate forecast assumptions and identify all additional factors associated with the change - Stay abreast of changes to business rules, workflows, and tools that affect customers and employees