Lead Customer Experience Analyst

<p><b>About Lumen</b></p> <p>Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress.</p> <p> </p> <p>We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future.</p> <h2><b>The Role</b></h2> <p>We are seeking a strategic and hands-on Customer Experience Researcher to lead upfront market and use case analysis, persona development, and user research that directly informs design thinking workshops and journey transformation initiatives. This role will synthesize insights from multiple sources—including customer sentiment platforms, qualitative interviews, and analyst research—to shape customer-centric strategies and experiences across the full lifecycle.</p> <p><span><strong>Location</strong>: Poznan or remote (PL)</span></p> <p><span><strong>Working horus</strong>: 9 - 5 / 10 - 6 pm CET</span></p> <p><span><strong>Benefits:</strong> annual bonus, private health care, Multisport card/Multicafeteria, lunchpass card, life insurance (voluntary), PPK (voluntary), English &amp; Polish classes, Company Social Benefits Fund, working abroad policy</span></p><h2><b>The Main Responsibilities</b></h2> <p>Market &amp; Use Case Research</p> <ul> <li>Conduct upfront market scans and use case analysis to identify opportunity spaces and unmet needs.</li> <li>Leverage public and proprietary sources (e.g., Forrester, Gartner, GuidePoint) to inform competitive positioning and customer expectations.</li> </ul> <p> </p> <p>Persona &amp; User Research</p> <ul> <li>Develop and validate personas using data from Qualtrics, EnjoyHQ, and direct customer interviews.</li> <li>Design and execute research plans using tools like UserTesting.com, GuidePoint, and intercept surveys.</li> <li>Translate findings into actionable insights and briefs that inform journey mapping and solution design.</li> </ul> <p> </p> <p>Design Thinking &amp; Workshop Enablement</p> <ul> <li>Actively participate in and inform design thinking workshops by presenting synthesized research and facilitating empathy-building exercises.</li> <li>Collaborate with journey leads, designers, and product managers to co-create future-state experiences.</li> </ul> <p> </p> <p>Listening Plans &amp; Experience Monitoring</p> <ul> <li>Define listening strategies and KPIs to track experience performance post-launch.</li> <li>Monitor live experiences using Qualtrics, analytics platforms, and customer feedback loops to identify pain points and improvement opportunities.</li> </ul> <p> </p> <p>Insight Communication</p> <ul> <li>Create compelling research summaries, insight briefs, and executive-ready presentations.</li> <li>Serve as a thought partner to cross-functional teams, helping them interpret and act on research findings.</li> </ul> <h2><b>What We Look For in a Candidate</b></h2> <ul> <li>5+ years of experience in customer research, UX research, market analysis, or a related field.</li> <li>Proficiency with research tools such as Qualtrics, EnjoyHQ, UserTesting.com, GuidePoint, and experience with analyst platforms like Forrester or Gartner.</li> <li>Demonstrated ability to synthesize qualitative and quantitative data into clear, actionable insights.</li> <li>Experience facilitating or contributing to design thinking workshops and journey mapping sessions.</li> <li>Strong communication and storytelling skills, with the ability to influence stakeholders at all levels.</li> <li>Bachelor’s degree in business, human-centered design, behavioral science, or related field (Master’s preferred).<br/>  </li> </ul> <h2><b>What to Expect Next</b></h2> <p><span>#LI-MK1</span></p><p>Requisition #: 339016</p> <p><b>Background Screening</b></p> <p>If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our <a href="https://jobs.lumen.com/global/en/faq">FAQ page</a>. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.</p> <p><br/> Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.</p> <p> </p> <p><b>Equal Employment Opportunities</b></p> <p>We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender exp