Customer Experience Insights Manager

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

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.”

Physical Demands

Responsibilities

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

Requirements

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