CX Business Analyst

The Role

Lumen’s Experience organization is looking for a CX Business Analyst 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 Analyst will play a crucial role in helping build the customer experience insights data to inform business decisions and improve our go-to-market strategy. Responsibilities include structuring all relevant data points, analyzing customer-related data from surveys and other Voice of Customer (VoC) sources, creating standard reporting to enable the Business in the decision-making process.

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.

Working hours : 1pm - 9pm CET / 2pm - 10pm CET

Location : Remote work from Poland

The Main Responsibilities

• Create a solid reporting structure to inform Lumen’s key stakeholders on CX / PX trends and correlations with the Experience.
• 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.
• Help build PBI reporting to deep dive into CX analyses.
• Work together with AI CX engineers to define AI rules and prompts based on CX insights to ensure alignment with Lumen’s strategy.
• Build CX analyses to support the AGT business decision making process and provide insightful CX, PX data points and their correlation to Lumen’s financial results.
• 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

Requisition # : 338751The 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.