Remote Customer Service Analytics & Insights Analyst – Demand Forecasting, Customer Experience, and GenAI Strategy Expert

About brighthush

brighthush is a global leader in digital entertainment, delivering millions of hours of streaming content to audiences around the world. With a culture that thrives on curiosity, data‑driven decision making, and relentless innovation, brighthush empowers its teams to shape the future of how people discover, watch, and enjoy stories. Our mission is simple: to bring the best entertainment to every screen, everywhere.

Why This Role Matters

Customer experience is the heartbeat of any streaming platform. Every interaction—whether a support call, a chat session, or a ticket—provides a unique data point that can reveal insights about user behavior, product performance, and service quality. As a Customer Service Analytics & Insights Analyst at brighthush, you will be at the forefront of translating raw data into actionable intelligence that drives staffing decisions, optimizes resource allocation, and enhances the overall customer journey.

Key Responsibilities

• Demand Forecast Interpretation: Review and validate CS demand forecast models, identify when human judgment or overrides are necessary, and document the rationale behind adjustments.
• Scenario Planning: Build overlays and scenarios for upcoming events—product launches, pricing changes, live events, outages, marketing campaigns, and market‑specific anomalies—to quantify potential demand ranges.
• Variance & Root‑Cause Analysis: Conduct deep dives into forecast variances, uncover systematic biases by market, channel, contact driver, horizon, or event type, and recommend corrective actions.
• Tool & Process Improvement: Collaborate with forecasting tool owners to translate operational context into clear, actionable requirements for tool enhancements.
• Calendar & Assumption Management: Maintain the forecasting calendar, assumptions, event inputs, and accuracy metrics to ensure consistency and transparency.
• Demand Outlook Delivery: Provide final demand outlooks to Workforce Management and Capacity Planning partners, incorporating assumptions about GenAI deflection and contact mix.
• Automation Opportunities: Identify repeatable preparation, validation, and QA tasks that can be automated to increase efficiency.
• Contact‑Driver & Experience Analysis: Analyze CS contact data to explain demand shifts, emerging friction points, and the impact of product, pricing, and policy changes.
• Launch Tracking & Post‑Launch Evaluation: Support launch tracking, evaluate post‑launch performance, and deliver recurring insights through templates and reports.
• Vendor Collaboration: Work with CS vendor partners to execute routine research tasks, provide clear instructions, and review outputs for quality.
• Research Projects: Contribute quantitative analysis—and over time, qualitative and mixed‑methods work—to research projects scoped with the CS Analytics & Insights Lead.
• GenAI & Conversation Intelligence: Leverage GenAI and conversation‑intelligence tools to analyze contacts at scale, surface emerging issues, and surface actionable insights.
• Storytelling & Recommendations: Package findings into clear stories and recommendations for CS leadership and cross‑functional partners.
• Data Collaboration: Partner with Data Analysts on data requirements, datasets, and dashboards that support forecasting and insights work.
• Business Unit Support: Provide analytical support to Streaming, Player Support, and Games Moderation business units.
• Team Knowledge Sharing: Share coverage and best practices with fellow analysts on the team.
• GenAI Integration: Use GenAI tools as a standard part of work processes and continually seek ways to redesign forecasting and insights workflows around them.

Essential Qualifications

• Bachelor’s degree in Mathematics, Statistics, Economics, Finance, Engineering, Data Science, or a related quantitative field (or equivalent experience).
• Minimum of 4 years of experience in analytics, customer insights, research, forecasting, workforce management, or contact‑center analytics, with a proven track record of turning data into actionable recommendations.
• Proficiency in SQL and advanced spreadsheet modeling; ability to interrogate models and datasets critically.
• Solid understanding of forecasting concepts—seasonality, event impacts, workload, and forecast accuracy—or a demonstrated ability to learn them quickly.
• Experience analyzing customer or CS contact data to identify drivers, trends, and root causes.
• Excellent written and verbal communication skills, with the ability to explain complex findings to non‑technical and senior audiences.
• Hands‑on experience applying GenAI tools in analytical work.
• Direct experience owning or interpreting a contact‑center demand forecast (interval, daily, or weekly), including AHT and workload.
• Experience with modern forecasting tools or programming languages such as Python or R beyond spreadsheet‑based forecasting.
• Background combining forecasting with customer insights or research, with a strong foundation in statistics.
• Experience with qualitative or mixed‑methods research, or with GenAI/NLP analysis of unstructured customer data.
• Experience working in outsourced or multi‑vendor contact‑center environments.

Preferred Qualifications

• Advanced degree (Master’s or Ph.D.) in a quantitative discipline.
• Experience leading cross‑functional analytical initiatives.
• Knowledge of data visualization tools such as Tableau, Power BI, or Looker.
• Familiarity with cloud data platforms (AWS, GCP, Azure) and data warehousing concepts.
• Experience with Agile or Scrum methodologies in a data‑analytics context.

Skills & Competencies

• Analytical Thinking & Problem Solving
• Data Storytelling & Visualization
• Forecasting & Statistical Modeling
• Process Improvement & Automation
• Stakeholder Management & Influence
• GenAI & NLP Proficiency
• Project Management & Prioritization
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, your career path is defined by the impact you create and the curiosity you bring. As a Customer Service Analytics & Insights Analyst, you will:

• Progress into senior analytics roles, such as Lead Analyst or Manager of Customer Insights.
• Transition into broader data science or product analytics positions, leveraging your deep understanding of customer behavior.
• Take on cross‑functional projects that influence product development, marketing, and operations.
• Access continuous learning resources, including internal workshops, external certifications, and mentorship programs.
• Participate in hackathons and innovation challenges that encourage experimentation with emerging technologies like GenAI and conversational AI.

Work Environment & Company Culture

brighthush fosters a culture of inclusivity, collaboration, and empowerment. Key highlights include:

• Fully remote work model with flexible hours to support work‑life balance.
• Transparent communication channels—weekly town halls, open Q&A sessions with leadership, and real‑time collaboration tools.
• Cross‑functional teams that value diverse perspectives and data‑driven decision making.
• Commitment to mental health and well‑being, with resources such as counseling services, mindfulness programs, and wellness stipends.
• Regular team‑building events, virtual coffee chats, and community service initiatives.

Compensation, Perks, and Benefits

While specific compensation will be discussed during the interview process, brighthush offers a comprehensive benefits package designed to support your health, financial security, and personal growth:

• Competitive salary aligned with market benchmarks for analytics roles.
• Health, dental, and vision plans with generous coverage.
• 401(k) retirement plan with employer match.
• Stock option program to share in the company’s success.
• Disability and life insurance, including serious injury coverage.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Paid time off: 35 days annually for full‑time hourly employees, with flexible PTO for salaried employees.
• Paid parental leave and family‑forming benefits.
• Professional development stipend and tuition reimbursement.
• Access to cutting‑edge tools and technologies, including GenAI platforms.
• Remote work stipend to set up an ergonomic home office.

How to Apply

If you are passionate about turning data into insights that shape customer experience, and you thrive in a fast‑paced, innovative environment, we encourage you to apply. Join brighthush and help us deliver world‑class service to millions of viewers worldwide.