Self-Service Data Analytics Lead

Employment Type: Full-time Location Type: Remote Salary: [Salary information not provided]

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!

Position Overview

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.

Responsibilities

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.