Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.
At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter.
This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today.
The Role
The Main Responsibilities
- Define and maintain business and product KPIs for Lumen Connect and Ask Lumen.
- Establish measurement frameworks aligned with product objectives and business outcomes.
- Develop executive scorecards and operational reporting that provide visibility into platform performance.
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Identify leading and lagging indicators that measure customer adoption, engagement, self-service success, and business value.
- Design, develop, and maintain dashboards and analytics solutions for product, operations, customer support, and executive stakeholders.
- Create reporting solutions using Power BI, Adobe Analytics, SQL, Python, APIs, and custom analytics applications.
- Build self-service reporting capabilities that enable business users to access data independently.
- Automate reporting processes and reduce manual data preparation activities.
- Measure and analyze Ask Lumen AI adoption, engagement, usage patterns, escalation trends, customer feedback, and business outcomes.
- Analyze digital customer journeys across Lumen Connect to identify friction points and improvement opportunities.
- Evaluate the effectiveness of self-service capabilities, customer workflows, and AI-assisted experiences.
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Provide recommendations to improve customer experience, adoption, and operational efficiency.
- Perform detailed analysis of customer behavior, portal usage, feature adoption, engagement, and operational processes.
- Identify trends, anomalies, risks, and opportunities within large datasets.
- Translate complex analytical findings into actionable business recommendations.
- Support product planning and prioritization through data-driven insights.
- Leverage AI-powered tools such as Microsoft Copilot, GitHub Copilot, coding assistants, and other generative AI technologies to accelerate analytics development and insight generation.
- Build custom dashboards, analytics applications, data integrations, and automated reporting solutions using modern development approaches.
- Utilize APIs, cloud platforms, SQL, Python, and AI-assisted development tools to solve business problems when standard reporting platforms are insufficient.
- Continuously evaluate emerging analytics and AI technologies that can improve reporting efficiency and business intelligence capabilities.
What We Look For in a Candidate
- Bachelor's degree in Business, Analytics, Computer Science, Information Systems, Statistics, Engineering, or related field.
- 5+ years of experience in business analysis, product analytics, digital analytics, or business intelligence.
- Advanced SQL skills and experience working with large datasets.
- Experience developing dashboards and reporting solutions using Power BI, Adobe Analytics, or similar analytics platforms.
- Strong analytical and problem-solving skills.
- Experience translating business questions into measurable metrics and reporting frameworks.
- Ability to communicate insights effectively to both technical and executive audiences.
- Strong stakeholder management and cross-functional collaboration skills.
- Experience in digital product analytics, customer experience analytics, or SaaS platforms.
- Experience with Python, APIs, data integration, and automation.
- Experience building custom analytics applications or data products.
- Experience using AI-powered development and productivity tools.
- Knowledge of web analytics, digital customer journeys, and user behavior analysis.
- Experience supporting AI-enabled products, conversational AI, or customer self-service platforms.
- Experience working within agile product development environments.
- Lumen Connect adoption and engagement
- Customer self-service utilization
- Feature adoption and usage trends
- Digital customer experience
- Ask Lumen AI adoption and effectiveness
- Executive reporting maturity
- Data-driven decision making
- Reporting automation and operational efficiency
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Customer satisfaction and business outcomes
Compensation
| This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Location Based Pay Ranges $84,629 - $112,838 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY $88,860 - $118,480 in these states: CO HI MI MN NC NH NV OR RI $93,092 - $124,122 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process. |
| Learn more about Lumen's: |
| Benefits |
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#LI-Remote |
What to Expect Next
Requisition #: 343205
Life at Lumen
Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.
Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.
To learn more about Life at Lumen and how we live the Lumen 8, please visit:
https://jobs.lumen.com/global/en/life-at-lumen
Background Screening
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 FAQ page. 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.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Equal Employment Opportunities
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 expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.
Privacy Notice
Lumen is committed to protecting the privacy and security of personal information collected during the recruitment and hiring process. Our Applicant Privacy Notice explains how we collect, use, disclose, and protect applicant information, as well as how individuals may request access to or deletion of their personal data.
To review Lumen’s Global Employment Applicant and Talent Community Privacy Notice, please visit:
https://jobs.lumen.com/global/en/privacy-notice
Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
