Self-Service Data Analytics Lead

Company Description

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!  

Job Description

We are looking for a highly analytical and detail-oriented Self-Service Data Analytics Lead to support our IVR and chat self-service platforms through robust data visualization, analysis, and reporting. You will serve as the go-to expert for interpreting complex datasets, identifying process gaps, and delivering actionable insights that improve customer experience and system performance. In this individual contributor position, you will be a confident leader capable of managing cross-functional collaboration with IT, Product, and CX stakeholders. You will bring strong analytical thinking, data storytelling ability, and comfort presenting insights to both technical and non-technical audiences.

As a Self-Service Data Analytics Lead, your duties and responsibilities will include:

• Generate and maintain daily, weekly, and monthly reports to meet business needs
• Analyze self-service data to support requests from internal teams and leadership
• Partner with IT and product teams to understand existing dashboard data sources and logic; work together to design, enhance, and refine dashboards and data classifications
• Identify issues within self-service platforms through data trends and anomalies
• Use data-driven analysis to recommend improvements to IVR and chat experiences
• Monitor key metrics proactively to detect and address issues before they escalate
• Deliver insights and updates through meetings, dashboards, and written reports
• Maintain data integrity by validating data accuracy across systems and flagging inconsistencies
• Develop and manage documentation for dashboard logic, report methodology, and data definitions to support knowledge sharing and onboarding
• Conduct ad hoc deep-dive analyses to uncover trends in containment, deflection, failure points, and call/chat driver behavior
• Support testing and deployment of new self-service features by setting up data tracking and measuring post-launch performance
• Continuously identify opportunities to automate recurring reporting tasks and streamline data workflows

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s degree in Analytics, Computer Science, Business, Social Sciences, or a related field
• 5+ years of experience in data analytics, visualization, or a similar role
• Experience creating reports and presenting analytical findings to stakeholders
• Familiarity with IVR and chat self-service platforms and key performance indicators
• Proven ability to work independently in a fast-paced, remote environment
• Strong presentation and communication skills
• Collaborative team player with excellent critical thinking abilities

BONUS POINTS FOR:

• Experience with Google CCAI, Google Looker, Atlassian (Confluence, JIRA), or Microsoft Office tools
• Knowledge of Conversational AI frameworks and data points
• Experience in a contact center or telecom environment

#LI-SS1

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 taaccommodationrequests@brightspeed.com to initiate the accommodations process. 

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

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice