Product Analyst - Contact Channel Insights
US-CO-Englewood
Attract-careers1
Req #: 92874
Type: Fulltime-Regular
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Overview: Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents. Responsibilities: The Contact Channel Optimization team works within the larger Customer Experience Operations (CXO) department. It is responsible for eliciting vision, scope, and requirements for the IVR and Chat self-service channels for Dish TV and Boost Mobile. The Product Analyst will focus on using product data to understand the customer experience and platform performance and leverage that data to inform improvement recommendations and long term product strategy. This individual will be an internal expert/advisor who must be able to lead cross-functionally and indirectly through influence and relationship building. An ideal candidate will have experience working with large data sets, writing queries, and delivering insights and recommendations. They will have a proven track record of delivering results with a customer-centric mindset, analytical prowess, innovative attitude, and a collaborative spirit. Key Responsibilities: * Data Analysis: Asks the right questions and knows how to derive meaningful insights from multiple data sources (performance metrics, call listening, tableau, etc.); uses that ability to identify problems, trends, and opportunities across the IVR and Chat experience; works with product managers to help them drive strategic focus that will tangibly impact KPIs. Plays a proactive role in finding opportunities and initiating fixes * Making Recommendations Based on Business & Technical Acumen: Stays up to date on business processes, products and priorities; aware of how business updates impact customer behavior and experience on the platforms; understands the big picture goals of the organization, of other departments, and how it all fits together; combines all of the above to identify and champion initiatives that put us in a position to win * Communication & Presentation: Uses data to tell a compelling story and is comfortable communicating and presenting that story to large and varied audiences * Collaboration and Leadership through Influence: Collaborates effectively with business partners, UX designers, and developers, indirectly leading the product teams to remain focused on the right priorities and working together towards common goals * Executing and Delivering Results: Action oriented; can be counted on to exceed goals successfully; steadfastly pushes self and others for results Qualifications: Education and Experience: * Bachelor's degree from four-year College or university; or at least four years related experience and/or training; or equivalent combination of education and experience * Experience using SQL (or similar) to pull data and create meaningful insights * Experience operating within the agile development methodology Skills and Qualifications: * Expert-level proficiency with Excel or Google Sheets * Knowledge of digital technology and vendors * Ability to interact with and communicate effectively with a large spectrum of different stakeholders, including IT personnel and senior business executives * Self-starter who is comfortable dealing with ambiguity and working in a fast-paced, constantly changing environment while handling different situations and tasks with minimal direct oversight from management 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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