Job Description

** Role: **

The Customer Experience (CX) Insights Manager is responsible for transforming customer data and feedback into actionable insights that drive strategic decisions and improve the end-to-end customer journey. This role leads Voice of Customer (VoC) initiatives, analyzes experience data, and partners cross-functionally to enhance customer satisfaction, loyalty, and retention.

**Impact: **

Voice of Customer (VoC) Program Management

• 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

Data Analysis & Insight Generation

• 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

Customer Journey Analysis

• Map and analyze end-to-end customer journeys
• Identify friction points, pain areas, and opportunities for improvement
• Prioritize initiatives based on impact and feasibility

Reporting & Performance Management

• Build dashboards, reports, and executive summaries
• Present findings to senior leadership in a compelling, data-driven narrative
• Track and communicate performance against CX KPIs

Cross-Functional Collaboration

• Partner with Product, Marketing, Operations, and Customer Support teams
• Influence roadmap decisions using customer insights
• Ensure alignment on customer-centric initiatives

Driving Action & Continuous Improvement

• 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

“The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills required.”

Qualifications

** You will thrive in this role if you: **

• 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

Physical Demands:

• Primarily sedentary role involving extended computer use, with occasional standing, walking, light lifting, and possible travel.

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Additional Information

WHY JOIN US?

** We aspire to contemporary ways of working.**

Recognized as a Top Workplace by the Charlotte Observer, Brightspeed HQ is located on the 7th floor of the new Vantage South End - East Tower in Charlotte, NC. We prioritize hiring talent in the Charlotte area, whenever possible, to make it a truly vibrant destination for our hybrid workforce. At Brightspeed, we have roles that are designated as remote, hybrid, office or field-based, depending on the position, business needs and individual circumstances. We also invest in technology that enables our entire team to stay connected. Why? Because Brightspeed recognizes the value of finding the best talent for the job, wherever they may be.

** We offer competitive compensation and comprehensive benefits.**

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. Brightspeed offers a comprehensive benefit program, including competitive medical, dental, vision, and life insurance; an employee assistance program; a 401K plan with company match and a host of voluntary benefits.

Inclusion and belonging _ are at the center of our grounding belief in Being Real._

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer that is committed to inclusion of all qualified individuals, including individuals with a disability/veterans. If you require reasonable accommodation to complete a job application or to otherwise participate in the hiring process, please contact taaccommodationrequests@brightspeed.com to initiate the accommodations process.

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice