Customer Researcher – Payments Experience & Growth Strategy (Remote, Canada) – Join brighthush

About brighthush

brighthush is a trailblazing SaaS platform that empowers service‑based businesses to thrive in an increasingly digital world. With a portfolio that spans home, health, and wellness industries, we deliver end‑to‑end solutions that streamline operations, accelerate growth, and deepen customer relationships. Our mission is simple: give service professionals the tools they need to run their businesses with confidence, efficiency, and profitability.

Founded on the belief that technology should be intuitive, reliable, and customer‑centric, brighthush has grown to serve more than 700,000 businesses worldwide. From field‑service scheduling to invoicing, marketing automation, and embedded payments, our integrated suite of applications creates a seamless experience for both providers and their clients. We are a remote‑first company that values diversity, collaboration, and continuous learning.

Role Overview

We are seeking a highly analytical and empathetic Customer Researcher – Payments Experience to join our research team. In this role, you will focus on the payments product within our Invoice Simple and Joist offerings. Payments is a critical driver of both growth and retention, and your insights will directly shape how service professionals adopt, trust, and expand their use of our payment solutions.

As a key member of the research organization, you will partner with Product, Design, Marketing, and senior leadership to ensure that customer insight informs strategy, roadmap prioritization, and execution across the entire payments experience. Your work will influence conversion rates, customer satisfaction, and long‑term value.

Key Responsibilities

• Conduct comprehensive research across the full payments user journey—from onboarding and activation through ongoing usage, trust, and retention.
• Serve as the trusted subject‑matter expert on customer research, delivering clear, evidence‑based recommendations that drive decision‑making.
• Collaborate across departments to scope, plan, design, and execute high‑impact research initiatives.
• Employ a blend of qualitative and quantitative methods (behavioral data analysis, surveys, funnel analysis, in‑depth interviews, usability tests) to uncover adoption patterns, friction points, trust signals, and behavioral drivers.
• Translate research findings into actionable insights that influence the payments strategy, roadmap prioritization, and growth initiatives.
• Create audience‑tailored research artifacts—presentations, reports, one‑pagers, dashboards—tailored to stakeholders at all levels.
• Build and nurture strong cross‑functional relationships with product, marketing, design, sales, engineering, customer success, and senior leadership to secure stakeholder buy‑in and ensure research informs product development.
• Own the full research lifecycle, from problem definition and hypothesis framing to data collection, analysis, and communication.
• Maintain rigorous standards for data quality, statistical validity, and ethical research practices.
• Champion a culture of curiosity, data‑driven decision‑making, and continuous improvement across the organization.

Essential Qualifications

• 5+ years of professional research experience, preferably within SaaS or B2B technology environments.
• Proven track record of using rigorous research methods to produce empirically credible findings that influence product or business strategy.
• Expertise in mixed‑method research, combining qualitative insights with quantitative analysis.
• Strong analytical skills with proficiency in statistical or analytical tools (e.g., R, Python, JASP, SQL).
• Experience translating research insights into tangible product, growth, or business decisions.
• Ability to own and independently drive research projects while engaging stakeholders across the organization.
• Comfortable operating in ambiguous problem spaces, proactively defining problems, research plans, and aligning stakeholders.
• Excellent communication skills—both written and verbal—capable of challenging assumptions respectfully and influencing decisions with evidence.
• High attention to detail, complex problem‑solving ability, and contingency planning skills.
• Experience managing multiple, parallel research projects simultaneously.

Preferred Qualifications

• Background in payments research or experience working with embedded payment solutions.
• Familiarity with the service‑industry ecosystem (home, health, wellness) and the unique challenges faced by field‑service professionals.
• Experience with user‑experience research tools (e.g., Lookback, UserTesting, Hotjar) and data‑visualization platforms (e.g., Tableau, Power BI).
• Knowledge of privacy regulations and data‑security best practices in research.
• Experience leading or mentoring junior researchers.

Skills & Competencies

• Strategic thinking and the ability to see the big picture while paying close attention to detail.
• Strong storytelling skills—turning complex data into compelling narratives that resonate with diverse audiences.
• Collaboration and influence—working effectively with cross‑functional teams and senior leaders.
• Project management—balancing multiple research initiatives, timelines, and stakeholder expectations.
• Adaptability—thriving in a fast‑paced, evolving environment.
• Customer‑centric mindset—always asking “What does the customer need?” and “How can we solve that?”

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a lifelong journey. As a Customer Researcher, you will:

• Work alongside seasoned product leaders and data scientists, gaining exposure to the full product lifecycle.
• Participate in cross‑functional workshops and strategy sessions that shape the future of our payments platform.
• Access a curated learning library, including courses on advanced analytics, UX research, and product strategy.
• Receive mentorship from senior leaders who are passionate about developing talent.
• Have the opportunity to lead research initiatives that directly influence product direction and company growth.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our distributed teams span North America, Europe, and Oceania, and we celebrate a culture of inclusion, transparency, and continuous improvement.

Key cultural pillars:

• Trust & Autonomy: You’ll own your research projects and have the freedom to explore innovative methods.
• Collaboration: Regular cross‑functional syncs, virtual coffee chats, and open‑door communication channels keep us connected.
• Diversity & Inclusion: We actively foster an environment where diverse perspectives are valued and heard.
• Well‑being: Flexible work hours, wellness stipends, and mental‑health resources support your overall health.

Compensation & Benefits

We offer a competitive total‑compensation package that reflects your experience and the value you bring to brighthush.

• Base Salary: $95,000 – $110,000 CAD per year (location‑adjusted).
• Equity: Employee Stock Purchase Program with opportunities to own a piece of brighthush.
• Retirement: Registered Retirement Savings Plan (RRSP) with a 4% company match.
• Paid Time Off: 3 weeks of vacation to start, plus a paid volunteer day and 2 floating holidays.
• Wellness: Robust wellness benefits, including an annual wellness stipend.
• Flexibility: Work from anywhere in Canada—remote, hybrid, or in‑office options.
• Professional Development: Annual budget for conferences, courses, and certifications.
• Technology: Fully equipped home‑office stipend and access to the latest tools.

How to Apply

If you are passionate about turning customer insights into product excellence and thrive in a fast‑paced, collaborative environment, we’d love to hear from you.

Submit your resume, a cover letter outlining your research experience, and any relevant portfolio or case studies through our careers portal at brighthush.com/careers.

Closing

At brighthush, we are building more than a product—we are creating a community of service professionals who can grow, innovate, and succeed. As our Customer Researcher – Payments Experience, you will play a pivotal role in shaping how these professionals interact with our payment solutions, driving both adoption and long‑term value.

Join us on this exciting journey. Your insights will help us deliver the best possible experience for our customers and accelerate the growth of brighthush.