Lead Customer Experience Analyst

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress. We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.

About Lumen

Lumen connects the world. We are igniting business growth by connecting people, data and applications –quickly, securely, and effortlessly. Together, we are building a culture and company from the people up –committed to teamwork, trust and transparency. People's power progresses. We’re invested in providing the flexibility you need to thrive and deliver lasting impact. Be on the forefront of our future - embark on your exciting journey with Lumen today to continue digitally connecting the world and shaping the future!

The Role

Lumen’s Experience organization is looking for a CX Business Specialist to join our Insights and Innovation Business team. This is an unparalleled opportunity to gain hands-on experience in a dynamic environment, supporting the CX backbone of Lumen's AGT group and learning the go-to market functions of a Telco/Tech corporation.

The CX Business Specialist will play a crucial role in utilizing customer experience insights to inform business decisions and improve our go-to-market strategy. Responsibilities include analyzing customer-related data from surveys and other Voice of Customer (VoC) and Voice of Partner (VoP) sources, identifying trends, and correlating them with Lumen’s performance indicators to contribute to business growth.

This exceptional role offers an opportunity for an ambitious professional to experience working in a global technology company headquartered in the USA, while being part of a Polish-based team located in our Poznan office. The core working hours are Monday to Friday, 9 am-6 pm Polish time.

The Main Responsibilities

• Leverage data and insights to inform stakeholders across all functions within Lumen to deliver seamless experiences for our customers, partners and employees.
• Infuse deep financial domain expertise to better measure the impact experience has on our North Star priorities.
• Partner with Lumen Finance and rest of AGT organizations, including PMO and REO to ensure alignment in how CX insights are used across AGT and Lumen.
• Work together with AI CX engineers to define AI rules and prompts based on CX insights to ensure alignment with Lumen’s strategy.
• Lead multiple, highly complex CX analytical projects to support the AGT business decision making process and provide insightful CX, PX analyses and their correlation to Lumen’s financial results.
• Define CHS and CLV metrics and partner with key stakeholders across AGT to ensure these metrics are well-represented across insight tools, reports and platforms.
• Ensure effective delivery of data and insights for the key AGT ROBs (townhalls, AGT goal setting, CX monthly results, etc) as key CX analytics representative.

What We Look For in a Candidate

• Experienced in CX analytics, metrics (CHS, CLV), and financial models; Sales/GTM Finance background preferred.
• Independent worker with a proven track record of delivering impactful results and driving business value.
• Strong strategic mindset and problem-solving skills; critical thinker.
• Excellent English communicator with a history of successful stakeholder relationships; international corporation experience is a plus.
• Strong interpersonal, time management, and facilitation skills; thrives in fast-paced environments.
• Focused on continuous improvement through process simplification and automation using technology.
• Proficient in solving complex data and analytical challenges; adept at evolving reporting to drive impact.
• Highly skilled in advanced Microsoft Excel functionality; Power Query or SQL experience is a plus.

Requisition #: 337946

The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know.

We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.

Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive.