Data Scientist, Video Services Voice of Customer

About the Role

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.

Requirements

• Degree in a quantitative field, such as Statistics, Mathematics, Computer Science, Economics, or equivalent practical experience.
• 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 (e.g., Snowflake, Amazon Redshift).
• Experience working with CX reporting tools (e.g., Qualtrics (Engage and Discover)/Medallia, Tableau, Sprinklr/Sprout, Pypestream).
• Experience with quantitative techniques, including diagnostic statistical analysis and predictive/prescriptive modeling approaches.
• Proven experience in collecting, analyzing, and interpreting customer feedback data from non-standardized data sources.
• Knowledge of supervised and unsupervised machine learning algorithms and quantitative modeling techniques.
• Proficiency in statistical analysis, data modeling, and data visualization (Tableau); programming languages such as Python, R, SQL highly preferred.
• Excellent organizational, verbal, presentation, visual storytelling, and written communication skills.
• Ability to manage multiple projects simultaneously and thrive in a fast-paced, dynamic environment.
• Effective communication with diverse stakeholders, including IT personnel, senior executives, and technology vendors.

Nice to Have

• Master's degree with solid hands-on work and consulting experience.
• Experience creating models and reports with Qualtrics, Tableau, Sprinklr/Sprout, and Pypestream.
• Familiarity with customer experience data in an omnichannel setting and exposure to emergent technologies and platforms.

Qualifications

• Degree in a quantitative field such as Statistics, Mathematics, Computer Science, or Economics.
• 3+ years of relevant experience in analytics, data visualization, and customer feedback analysis.

Benefits & Perks

• Versatile health perks, including flexible spending accounts, HSA, and a 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP), career opportunities, and a flexible time away plan.
• All benefits can be viewed at DISH Benefits.
• Compensation based on role's location and individual qualifications.