Senior Customer Service Analytics & Insights Analyst – Data‑Driven Customer Experience Optimization at brighthush

About brighthush

brighthush is a trailblazing leader in the media and communications sector, redefining how audiences discover, engage with, and enjoy content worldwide. With a portfolio that spans original productions, curated streaming experiences, and cutting‑edge technology, brighthush is committed to delivering stories that resonate across cultures and continents. Our mission is simple: to illuminate the world with compelling narratives while leveraging data to personalize every viewer’s journey.

Role Overview

As a Senior Customer Service Analytics & Insights Analyst at brighthush, you will be the analytical engine behind our customer experience strategy. You will transform raw customer contact data into actionable insights, forecast demand, and collaborate with cross‑functional teams to shape product enhancements, support initiatives, and marketing campaigns. Your work will directly influence how we serve millions of subscribers, ensuring that every interaction is seamless, efficient, and delightful.

Key Responsibilities

• Demand Forecasting & Interpretation: Build, validate, and refine predictive models that anticipate customer contact volumes across channels (phone, chat, email, social). Translate forecast outputs into clear, concise reports for stakeholders.
• Contact‑Driver Analysis: Conduct deep dives into the drivers of customer interactions—content releases, pricing changes, technical outages, and promotional events. Quantify the impact of each driver on contact rates and surface actionable recommendations.
• Insight Packaging & Storytelling: Craft compelling narratives around data findings. Design dashboards, visualizations, and executive summaries that enable non‑technical audiences to grasp complex insights quickly.
• Cross‑Functional Collaboration: Partner with Customer Experience, Product, Engineering, and Marketing teams to embed data‑driven decision making into product roadmaps and support workflows.
• GenAI Tool Integration: Leverage generative AI tools to automate data extraction, anomaly detection, and scenario simulation. Continuously evaluate emerging AI capabilities for potential application in customer analytics.
• Process Improvement: Identify gaps in data collection, quality, and reporting. Champion initiatives to streamline data pipelines, enhance data governance, and improve analytical efficiency.
• Mentorship & Knowledge Sharing: Guide junior analysts, share best practices, and foster a culture of curiosity and continuous learning within the analytics team.

Essential Qualifications

• Bachelor’s degree in a quantitative discipline (Statistics, Economics, Mathematics, Computer Science) or equivalent professional experience.
• Minimum of 4 years of hands‑on experience in analytics, insights, or forecasting roles within a large, data‑rich environment.
• Proficiency in SQL for data extraction, transformation, and loading (ETL) tasks.
• Advanced spreadsheet modeling skills (Excel, Google Sheets) with a track record of building robust forecasting models.
• Strong understanding of forecasting concepts, including time‑series analysis, seasonality, trend decomposition, and error metrics.
• Experience analyzing customer contact data (call center logs, chat transcripts, ticketing systems) and deriving actionable insights.
• Excellent written and verbal communication skills; ability to present complex data in a clear, business‑friendly manner.
• Demonstrated use of generative AI tools (ChatGPT, Claude, or similar) to augment analytical workflows.

Preferred Qualifications

• Advanced degree (M.S., M.B.A., Ph.D.) in a quantitative field.
• Experience with Python or R for statistical modeling and data manipulation.
• Familiarity with BI platforms such as Tableau, Power BI, or Looker.
• Knowledge of customer experience metrics (CSAT, NPS, FCR) and experience measuring their drivers.
• Background in the media or streaming industry, with an understanding of content lifecycle and subscriber behavior.
• Experience leading or mentoring analytics teams.

Skills & Competencies

• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
• Technical Proficiency: Strong command of SQL, spreadsheet modeling, and at least one programming language (Python/R).
• Business Acumen: Understanding of how analytics informs strategy across marketing, product, and operations.
• Communication: Skilled at translating technical findings into actionable insights for diverse audiences.
• Curiosity & Innovation: Eagerness to experiment with new tools, especially generative AI, to enhance analytical capabilities.
• Collaboration: Proven ability to work effectively with cross‑functional teams and influence decision makers.
• Project Management: Experience managing multiple analytical projects simultaneously while meeting deadlines.

Tools & Technologies

• SQL (MySQL, PostgreSQL, Snowflake)
• Python (pandas, NumPy, scikit‑learn)
• R (tidyverse, forecast)
• BI & Visualization (Tableau, Power BI, Looker)
• Generative AI Platforms (ChatGPT, Claude, Gemini)
• Data Warehousing & ETL (Airflow, dbt)

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the content we deliver. As a Senior Analyst, you will:

• Progress to Lead Analyst or Analytics Manager roles, overseeing larger projects and mentoring teams.
• Take ownership of cross‑departmental initiatives, such as the Customer Experience Transformation Program.
• Participate in the brighthush Innovation Lab, where you can pilot new AI and analytics solutions.
• Access continuous learning resources—online courses, certifications, and internal workshops—to stay ahead of industry trends.
• Engage with a global network of data professionals through internal communities and external conferences.

Work Environment & Company Culture

brighthush thrives on a culture of creativity, inclusivity, and data‑driven decision making. Key cultural pillars include:

• Collaboration: Open communication channels across teams, encouraging diverse perspectives.
• Innovation: A sandbox mentality that empowers employees to experiment with new tools and methodologies.
• Impact: Every analyst’s work directly influences millions of viewers’ experiences.
• Flexibility: Remote-first work model with flexible hours to support work‑life balance.
• Diversity & Inclusion: Commitment to building a workforce that reflects the global audience we serve.

Compensation & Benefits

While the exact salary range for this role is USD 150,000 – 230,000 per year, brighthush offers a comprehensive benefits package designed to support your well‑being and professional growth:

• Competitive base salary with performance‑based bonuses.
• 401(k) matching program to help you build long‑term wealth.
• Generous paid time off (PTO) and flexible vacation policy.
• Health, dental, and vision insurance plans.
• Wellness stipend and access to mental health resources.
• Generous parental leave for new parents.
• Professional development budget for courses, certifications, and conferences.
• Employee stock purchase plan (ESPP) to share in brighthush’s success.

How to Apply

If you are passionate about turning data into stories that shape customer experiences, we would love to hear from you. Submit your application through our careers portal and join a team that values curiosity, collaboration, and impact.

Apply to brighthush

Closing Statement

At brighthush, you will be at the intersection of storytelling and data science, driving insights that transform how millions of viewers connect with content. Your analytical expertise will help us anticipate customer needs, reduce friction, and elevate satisfaction across every touchpoint. If you thrive in a fast‑paced, data‑centric environment and are eager to make a tangible impact, we invite you to bring your talent to brighthush. Together, we’ll illuminate the future of entertainment.