Customer Experience Insights Manager

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:  

• 48 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 to initiate the accommodations process. 

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

• Brightspeeds Privacy Notice for California Residents
• Brightspeeds Privacy Notice

Remote Work :

Yes

Employment Type :

Full-time