The Role

Lumen is seeking a highly analytical and technically proficient Business Analyst to support the Lumen Connect digital platform and Ask Lumen AI initiatives. This role will be responsible for defining success metrics, building measurement frameworks, delivering actionable insights, and developing reporting solutions that drive product decisions, customer experience improvements, adoption, and operational efficiency.

The ideal candidate is not limited to traditional reporting tools. They can leverage modern analytics platforms, AI-powered tools, coding assistants, and custom development techniques to rapidly build dashboards, automate analysis, and uncover business insights from complex data sources. The role supports key initiatives focused on portal adoption, customer engagement, self-service effectiveness, and AI experience optimization.

The Main Responsibilities

Analytics Strategy & KPI Development

• 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.
• Identify leading and lagging indicators that measure customer adoption, engagement, self-service success, and business value.

Reporting & Dashboard Development

• 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.

AI & Digital Experience Analytics

• 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.
• Provide recommendations to improve customer experience, adoption, and operational efficiency.

Data Analysis & Insights

• 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.

Technology & Innovation

• 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.

Preferred Qualifications

• 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.

Success Measures

This role will be expected to drive measurable improvements in:

• 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
• Customer satisfaction and business outcomes

Ideal Profile: Someone who combines the mindset of a Business Analyst, Product Analyst, Data Analyst, and AI-enabled developer. This person should be comfortable moving from executive presentations and KPI discussions to writing SQL, using Copilot to generate code, building custom dashboards, and creating automated analytics solutions that deliver business value.

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
Bonus Structure

#LI-Remote

What to Expect Next

Requisition #: 343205