CX Journey and Insight Lead

CX Journey & Insight Lead

Remote, but successful candidate MUST live within a state in which Point Broadband Operates (AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, and VA) #LI-remote

Individual contributor role reporting to the Sr. Manager of Customer Experience Journey, serving as the bridge between customer experience, analytics, and retention strategy. Partners closely with the Director of Customer Loyalty and Churn and the Director of Voice of the Customer to identify, quantify, and prioritize the highest-impact opportunities to reduce churn and improve customer lifetime value. Translates data, VOC, and operational signals into actionable insights that drive measurable business outcomes.

Essential duties and responsibilities include but are not limited to the following:

• Identify and analyze key churn drivers across the customer lifecycle, including early life, billing, service disruptions, and cancel/save interactions
• Integrate multiple data sources (VOC, call drivers, operational data, network insights, and customer behavior) to develop a holistic view of churn risk
• Leverage AI and call insights to uncover customer friction points and enable targeted actions that reduce churn and improve revenue outcomes
• Translate analytics into actionable roadmap decisions, influencing prioritization of high impact initiatives and improving customer experience at scale
• Quantify financial impact (LTV, revenue at risk, cost to serve) to size opportunities and guide investment decisions
• Partner with Analytics to:
  • Develop and refine predictive churn models
  • Build dashboards and reporting that surface actionable insights
  • Establish early warning indicators
• Translate insights into clear, prioritized recommendations for:
  • Customer journey improvements
  • Retention strategies
  • Operational enhancements
• Support prioritization of initiatives based on:
  • Customer impact
  • Churn risk
  • Financial return
• Track and measure the impact of implemented initiatives, ensuring closed-loop feedback and continuous improvement
• Provide executive-level storytelling, turning complex data into clear, compelling narratives that influence decision making

• Churn Strategy / Loyalty Leadership
• Analytics & Reporting
• Customer Journey Owners / PMO
• Care, Field Operations, Digital, Product, IT

• Reduction in early-life churn and key journey-driven churn drivers
• % of initiatives tied to quantified LTV impact
• Adoption of insights in strategic and operational decisions
• Measurable impact of prioritized initiatives

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 5–8+ years in analytics, customer insights, strategy, or CX roles
• Strong experience with churn analysis, segmentation, and customer behavior insights
• Ability to create and communicate reporting requirements
• Ability to connect data to business outcomes (revenue, LTV, churn reduction)
• Strong storytelling skills with the ability to present to senior leadership

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to see, hear, talk, and communicate effectively.
• Must be able to walk, stand, or climb for extended periods during site inspections at construction locations, including rough or uneven terrain.
• Capability to observe and evaluate work environments, including the ability to look at elevated structures like towers or poles and assess construction safety and progress.
• Must be comfortable operating in a fast-paced, high-pressure environment with competing priorities and frequent cross-department collaboration.

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Cell Phone Allowance
  * Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services
  * Where Applicable*