Product Analyst - Contact Channel Insights

About the Role

Key Responsibilities

• Ask the right questions and derive meaningful insights from multiple data sources such as performance metrics, call listening, and Tableau; identify problems, trends, and opportunities across the IVR and Chat experience; work with product managers to drive strategic focus impacting KPIs; proactively find opportunities and initiate fixes.
• Stay up to date on business processes, products, and priorities; understand how business updates impact customer behavior and experience on the platforms; identify and champion initiatives aligned with organizational goals.
• Use data to tell compelling stories and communicate findings effectively to large and varied audiences.
• Collaborate effectively with business partners, UX designers, and developers; indirectly lead product teams to focus on priorities and work towards common goals.
• Exceed goals through action-oriented approach; push self and others for results.

Requirements

• Bachelor's degree from a four-year college or university, or at least four years of related experience and/or training, or an equivalent combination of education and experience.
• Experience using SQL (or similar) to pull data and generate insights.
• Experience operating within the agile development methodology.
• Expert-level proficiency with Excel or Google Sheets.
• Knowledge of digital technology and vendors.
• Ability to communicate effectively with a wide range of stakeholders, including IT personnel and senior executives.
• Self-starter comfortable dealing with ambiguity and working in a fast-paced, changing environment with minimal oversight.

Nice to Have

• Experience working with large data sets.
• Proven track record of delivering results with a customer-centric mindset, analytical skills, and collaborative spirit.

Qualifications

• Educational background: Bachelor's degree or equivalent experience.
• Technical skills: Proficiency in SQL, Excel/Google Sheets.
• Experience with agile development methodology.

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 details available at DISH Benefits.
• Compensation varies based on qualifications, skill level, and work location.
• Candidates must complete pre-employment screening, which may include drug testing and DMV checks.