Equal Opportunity/Affirmative Action Employer including Vets and Disabled

Your role in helping us shape the future:

Intelsat launched a Product Development organization focused on producing exceptional Customer Experiences, across its’ unparalleled set of industry competitive offerings. We are seeking an innovative candidate with a passion for developing business insights, resulting in actionable outcomes, that produce traceable / measurable impact.

You will focus on identifying key success measures, related to service delivery and management, throughout the customer lifecycle. Developing a repeatable insights and analytics reporting program will be key to informing, simplifying and streamlining service delivery. You will serve as an internal champion by grounding development recommendations in data. These insights will facilitate cross-functional conversations, optimize service delivery and ultimately facilitate enhancements in revenue realization.

Are you up to the challenge?

• Collaborate with the Product Development Customer Experience team to define, baseline & track Quality of Experience & Quality of Service KPI’s
• Develop a repeatable analytics and reporting framework capable of identifying key value streams and informing organizational stakeholders for CX improvements
• Track measurable progress against implemented enhancements to validate Product Development solution effectiveness
• Assess existing digital platform landscape and make recommendations for enhanced operational processes based on UX metrics
• Lead post-sales lifecycle and usability analysis. Provide insights into the platforms effectiveness and enable a feedback loop for enhancement recommendations – grounded in data
• Establish priority through value-based metrics. Trace book-of-business back to revenue and inform prioritization of proposed development activities
• View the business through the lens of the customer. Define and track Leading Indicators such as Customer Effort Scores – to be followed by related internal metrics: Churn, Retention & Customer Lifetime Value
• Proactively inform the Product Development roadmap leaders, with decisions surfaced by the Business Insights and Analytics program. Use defined KPI’s to elicit critical problems to be solved. Develop a formal process to present findings and recommend specific actions to drive defined business objectives. Propose alternative business strategies, as appropriate
• Regularly update product knowledge to understand new features. Understand the primary network technologies and partners / competitors in the satellite space. Understand the go-to-market strategy and positioning of products

You should definitely have:

• A 4-year degree in Business, Statistics, Data Analytics, Computer Science, Business Information Technologies or related degree.
• A minimum of 7-years of recent, relevant experience that includes Analytics Program Development with a focus in Product Development / Customer Experience outcomes
• Knowledge of industry standard Satellite Network Management Systems, Enterprise & Mobility services, end-user applications
• Strong program development and management skills
• The ability to understand the Intelsat’s Product strategies and advocate for ease of use / delivery enabling profitability
• Effective English language skills both written and verbal
• The ability to establish this role as the Business Insights authority. Share’s knowledge, empowers and gives credit. Establish trust, credibility, and goodwill throughout the organization

It would be nice if you had:

• Experience in applications development / customer experience related program in the Satellite or Telecommunications industry
• Worked in an Agile development team environment

What it’s like to work with us:

Intelsat is connecting the world and transforming the satellite and inflight connectivity landscape by reaching beyond the traditional satellite industry. We are defining new products that will open new, profitable markets. We connect the aviation industry and air travelers with innovative technology and applications, and we do it all in a high-energy environment that welcomes the next challenge. To help us reach this goal, you should be a bold thinker who will perform a key role in shaping Intelsat innovation for years to come.

• We emphasize personal and professional growth
• Awesome benefits including PTO, medical, tuition reimbursement, and training
• Flexible work arrangements
• Fun, diverse, and inclusive culture

Other Job Info:

• These statements are intended to describe the general nature and level of work being performed by employees assigned to this job. This is not intended to be an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job.

• Job requires ability to lift up to 20 lbs