Data Scientist, Video Services Voice of Customer
US-CO-Englewood
Attract-careers1
Req #: 93417
Type: Fulltime-Regular
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Overview: 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. Responsibilities: As a Voice of Customer (VOC) Data Scientist, you'll be instrumental in shaping our customer experience. You'll own the management and reporting of Video Services (DISH and SlingTV) VOC and relevant operational metrics, using your expertise to query, synthesize, and link data to key VOC metrics. Your main goal will be to identify and connect data insights with customer pain points, collaborating with cross-functional teams to build impactful, data-driven stories. If you're passionate about transforming customer feedback into actionable insights and eager to deepen the company's empathy for customers by ensuring the right measures, processes, and tools are in place, you'll play a crucial role in understanding customer behavior and directly impacting our strategies. We also encourage continuous learning, expecting you to explore new tools and advance your analytics skills as you contribute to our team's evolving capabilities. Key Responsibilities: * Analyze customer data to derive actionable insights, identify pain points, and opportunities for improvement. * Own and interpret key customer experience metrics (NPS, OSAT, CSAT) for DISH/SlingTV, prioritizing areas for improvement. * Collaborate with Voice of Customer (VoC) team members to translate insights into actionable feedback for internal business partners. * Serve as a thought leader in achieving a best-in-class customer experience for DISH/SlingTV. * Develop and implement analytical models for customer behavior, churn prediction, and marketing optimization using tools like Qualtrics, Tableau, Sprinklr/Sprout, and Pypestream. * Democratize VoC data across the organization to empower data-driven decision-making. * Track deviations in VoC metrics to understand the impact of business changes on customer perception. * Create comprehensive and well-structured reports (Google Slides, Sheets, Docs) to disseminate CX data. * Develop and maintain customer feedback dashboards and VoC insight reports, implementing feedback loops across the customer lifecycle. * Conduct customer research and statistical analysis (including behavioral profile clustering and predictive modeling) to inform customer persona creation. * Manage knowledge by documenting all developed reports, metrics, and dashboards related to CX initiatives, and continuously research new data science techniques and VoC best practices. * Organize and present customer insights to technical and non-technical audiences, providing weekly reports and acting as a program lead/SME. * Demonstrate a strong understanding of business operations, industry trends, and competitive landscapes, actively researching relevant data. * Embed as a trusted partner within key groups to gain executive support, influence business decisions, and ensure customer insights drive CX-impacting decisions. Qualifications: Education and Experience: * Degree in a quantitative field, such as Statistics, Mathematics, Computer Science, Economics, or equivalent practical experience * Master's degree with solid hands-on work and consulting experience is a plus * 3+ years of experience: * In analytics and data visualization, with the ability to translate data into actionable insights * Proficiency in working with raw data and adept at SQL querying within cloud-based relational database environments (eg, Snowflake, Amazon Redshift, etc.) to synthesize and extract data for reporting and analysis * Has experience working with CX reporting tools (eg, Qualtrics (Engage and Discover)/Medallia, Tableau, Sprinklr/Sprout, Pypestream, etc.) * With quantitative techniques, across the spectrum of diagnostic statistical analysis and predictive/prescriptive approaches * Proven experience in collecting, analyzing, and interpreting customer feedback data across non-standardized data sources to drive insights and improvements in customer experience * Experience with supervised and unsupervised machine learning algorithms and quantitative modeling techniques, across the spectrum of diagnostic statistical analysis and predictive/prescriptive approaches Skills and Qualifications: * Proficiency in statistical analysis, data modeling, and data visualization (Tableau); programming languages such as Python, R, SQL, highly preferred * Must have experience creating models and reports with Qualtrics, Tableau, Sprinklr/Sprout, and Pypestream * Familiar with customer experience data in an omnichannel setting, with exposure to emergent technologies and platforms that enable these workstreams * Excellent organizational, verbal, presentation, visual, storytelling, and written communication skills; capability to communicate complex ideas effectively, including the ability to transform raw data into a compelling story and lead presentations sharing results to team members who may not have an extensive background in statistics * Keen attention to detail and organization; the ability to manage and execute multiple delivery engagements simultaneously * Practical experience in generating process documentation, models and reports * Ability to thrive in a fast-paced, rapidly changing, and highly dynamic environment * Ability to interact with and communicate effectively with a large spectrum of different stakeholders, including IT personnel, senior business executives, and technology vendors Visa sponsorship not available for this role Candidates must be willing to participate in at least one in-person on-site interview.
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