• Customer Experience Journey Lead

    Location US-CO-Englewood
    Job ID
    Customer Service Center (CSC)
  • Summary

    DISH is a Fortune 200 company with more than $15 billion in annual revenue that continues to redefine the communications industry. Our legacy is innovation and a willingness to challenge the status quo, including reinventing ourselves. We disrupted the pay-TV industry in the mid-90s with the launch of the DISH satellite TV service, taking on some of the largest U.S. corporations in the process, and grew to be the fourth-largest pay-TV provider. We are doing it again with the first live, internet-delivered TV service – Sling TV – that bucks traditional pay-TV norms and gives consumers a truly new way to access and watch television.


    Now we have our sights set on upending the wireless industry and unseating the entrenched incumbent carriers.


    We are driven by curiosity, pride, adventure, and a desire to win – it’s in our DNA. We’re looking for people with boundless energy, intelligence, and an overwhelming need to achieve to join our team as we embark on the next chapter of our story.


    Opportunity is here. We are DISH.

    Job Duties and Responsibilities

    The Customer Experience Journey Team operates cross-functionally with other departments in the enterprise. Each journey focuses on a particular part of the customer experience. By mapping the journey from the customers’ perspective, we can tell a story that highlights areas of opportunity and links value to each of them. After further analysis the team hosts brainstorming workshops with executive representation from each department. The ideas resulting from these workshops are then considered for pilot testing and eventually implementation.



    • Responsible for the customer experience journey, end-to-end
    • Lead a journey team of managers and analysts and ensure cross-functional collaboration and oversight to implement customer initiatives
    • Design and organize workshops with the cross functional extended team to breakdown the journey, identify pain points and brainstorm solutions
    • Regularly syndicate with extended leadership to maintain a continuous focus on customer experience across segments, brands, geographies, and functional areas
    • Put in place the correct metrics and incentives that are critical for aligning typically siloed units into effective cross-functional teams
    • Commit to demonstrating behaviors and serving as role models to deliver customer-experience goals and to refine and reinforce those goals over the long term

    Skills - Experience and Requirements

    A successful Customer Experience Journey Lead will have the following:

    • Bachelor's degree from four-year college or university; or at least four years of related experience and/or training; or equivalent combination of education and experience. Master’s Degree preferred.
    • 4+ years of experience managing other people
    • Strong communication skills with ability to articulate to executives as well as analysts
    • Strong analytical background, ability to produce and interpret quantitative presentations
    • Ability to think both strategically and tactically, to work effectively in a team setting including synthesizing abstract ideas into concrete actions
    • Willingness to travel 10-25%


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