Customer Experience Insights Manager

Brightspeed

Customer Experience Insights Manager transforming customer data into actionable insights. Leading VoC initiatives and analyzing experience data to improve customer satisfaction and retention.

Posted 5/8/2026full-timeRemote • North Carolina • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQLTableau

About the role

Key responsibilities & impact

Transform customer data and feedback into actionable insights
Lead Voice of Customer (VoC) initiatives
Analyze experience data and partner cross-functionally
Design, implement, and manage VoC programs (e.g., NPS, CSAT, CES)
Ensure consistent and high-quality customer feedback collection
Optimize survey strategy, timing, and response rates
Analyze quantitative and qualitative customer data to identify trends
Map and analyze end-to-end customer journeys
Build dashboards, reports, and executive summaries
Present findings to senior leadership

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
Host of voluntary benefits
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 mappingNPSCSATCESExcelSQLTableauPower BI

Soft Skills

analytical skillscommunication skillsdata storytellinginfluencing stakeholderscross-functional collaboration