Customer Experience Insights Manager

Brightspeed•Charlotte, NC

3h•Hybrid

About The Position

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.

Requirements

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

Responsibilities

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.