DISH Network L.L.C.

  • Customer Experience Journey Manager

    Location US-CO-Englewood
    Job ID
    2019-48850
    Category
    Customer Service Center (CSC)
  • Summary

    DISH is a Fortune 250 company with more than $13 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 to assess opportunities for elevating the Dish customer experience.  The Journey Team facilitates a prescribed process of collecting & analyzing customer feedback coupled with collaborative brainstorming workshops to evaluate a particular part of the customer experience.  By mapping the journey from the customers’ perspective, we can tell a story to Dish Executive leadership that highlights areas of opportunity and links value in cultivating specific improvements. This team must be resourceful in pilot testing initiatives in order to substantiate strong business cases for the future dedication of resources needed to launch enterprise implementation plans. Thoughtful analysis of what is important to our customers drives imaginative solutions that aim to affect a cultural shift and inspire widespread employee engagement as Dish collectively strives for a truly transcendent customer experience. 

     

    Responsibilities

    • Oversees analytics and drivers of customer metrics
    • Designs surveys and engages in focus groups to solicit customer feedback
    • Drives frontline initiatives, supports implementation, and coaches analysts
    • Prioritizes staff and resources on customer experience initiatives
    • Commit to demonstrating behaviors and serving as a role model to deliver customer experience goals; refining and reinforcing those goals over the long-term
    • Host workshops with the cross functional extended team to breakdown the journey, identify pain points and brainstorm solutions
    • Effectively and confidently present observations, opportunities, ideas and findings to Executive leadership

    Skills - Experience and Requirements

    A successful Customer Experience Journey Manager 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.
    • 2+ years of experience managing other people
    • Strong communication skills with ability to articulate concepts to executives as well as analysts
    • Strong analytical background, ability to produce and interpret quantitative presentations
    • Ability to work effectively in a team setting including synthesizing abstract ideas into concrete actions. Demonstrated ability to think both strategically and tactically
    • Willingness to travel 10-25%

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