Data Analyst II

Company Summary

Echo Star is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.

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.

Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.

This Data Analyst II position is with the Strategic Planning and Shared Services team in CXO. In this role, you will be a key player in researching CX impacting issues and operational performance of call center processes within the Boost Mobile brand. You will be a contributor on the team that identifies, trends, and escalates potential issues, as well as help to develop and validate analytic theories on potential operational inefficiencies in our call center operations.

We constantly think customer. This includes not only creating the best experience for our external customers, but also supporting various business groups around the organization. You will coordinate with various departments to plan for and evaluate business changes and strategies. Our goal is to help drive Boost to be #1 in customer experience.

• Build, maintain, and deliver executive-level reporting and insights to inform operational and CX strategy
• Partner in the planning and execution of operational strategies, leveraging data to drive measurable customer and business impact
• Act as the CX technical and data subject matter expert, working with internal teams and partners to define effective solutions to customer experience issues
• Own and prioritize customer-impacting technical issues, quantifying financial impact in partnership with Finance and driving resolution with accountable owners
• Lead post-mortem analyses for CX-impacting events, identifying root causes, corrective actions, and process improvements
• Guide stakeholders and frontline teams on data best practices and evolving agent workflows, ensuring scalable, efficient, and customer-centric operations

• Bachelor’s degree in a related field; advanced coursework or certifications preferred
• 3+ years of related experience
• Extensive experience in data analysis, with a proven track record of leading successful projects

• Advanced SQL querying skills
• Using AIML tools and techniques for researching, analysing, and categorizing large quantities of text-based data
• Adept at summarizing and presenting complex data trends to organizational leadership

Visa sponsorship not available for this role

Compensation: $63,150.00/Year - $90,000.00/Year

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits.

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.

Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.

We pride ourselves on…