Customer Experience Insights Manager

Brightspeed is a telecommunications company focused on providing fast, reliable internet connections and enhancing customer experiences. The Customer Experience Insights Manager will transform customer data into actionable insights, manage Voice of Customer initiatives, and collaborate cross-functionally to improve customer satisfaction and loyalty.

Responsibilities:

• Design, implement, and manage VoC programs (e.g., NPS, CSAT, CES)
• Ensure consistent and high-quality customer feedback collection across touchpoints
• Optimize survey strategy, timing, and response rates
• Analyze quantitative and qualitative customer data to identify trends and root causes
• Segment feedback by customer type, journey stage, or product/service line
• Translate data into clear, actionable insights and recommendations
• Map and analyze end-to-end customer journeys
• Identify friction points, pain areas, and opportunities for improvement
• Prioritize initiatives based on impact and feasibility
• Build dashboards, reports, and executive summaries
• Present findings to senior leadership in a compelling, data-driven narrative
• Track and communicate performance against CX KPIs
• Partner with Product, Marketing, Operations, and Customer Support teams
• Influence roadmap decisions using customer insights
• Ensure alignment on customer-centric initiatives
• Establish processes to 'close the loop' on customer feedback
• Monitor the impact of CX improvements over time
• Foster a customer-first culture across the organization

Requirements:

• 4–8+ years of experience in CX, insights, analytics, or related field
• Strong analytical skills (Excel, SQL, Tableau, Power BI, etc.)
• Experience with VoC and survey tools (e.g., Qualtrics, Medallia)
• Deep understanding of CX metrics (NPS, CSAT, CES)
• Excellent communication and data storytelling skills
• Ability to influence stakeholders and drive cross-functional initiatives
• Experience with customer journey mapping and research methods