Customer Experience Insights Manager

Brightspeed

Customer Experience Insights Manager at Brightspeed transforming customer data into actionable insights. Leading VoC initiatives to enhance satisfaction and loyalty with cross-functional collaboration.

Posted 5/1/2026full-timeRemote • North Carolina • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Responsible for transforming customer data and feedback into actionable insights
Leads Voice of Customer (VoC) initiatives, analyzes experience data
Partners cross-functionally to enhance customer satisfaction, loyalty, and retention
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
Map and analyze end-to-end customer journeys
Build dashboards, reports, and executive summaries

Requirements

What you’ll need

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

Benefits

Comp & perks

Competitive medical, dental, vision, and life insurance
Employee assistance program
401K plan with company match
Comprehensive benefit program
Paid time off

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysiscustomer experience (CX)customer journey mappingquantitative analysisqualitative analysissurvey strategydata storytellingNPSCSATCES

Soft Skills

analytical skillscommunicationinfluencecross-functional collaborationproblem-solving