Executive Director of Customer Experience & Design – Driving Innovation, Empathy, and Data‑Powered Excellence in Life Sciences at brighthush

About brighthush

brighthush stands at the forefront of drug development, turning scientific breakthroughs into life‑saving therapies. With a portfolio that spans early‑stage research, clinical trials, and regulatory strategy, we empower scientists, clinicians, and patients worldwide to bring transformative treatments to market. Our culture is built on curiosity, collaboration, and a relentless commitment to excellence. Every interaction—whether with a partner, a patient, or a colleague—shapes the impact of our work. That’s why we’re looking for a visionary leader to elevate our Customer Experience and Design function to new heights.

Why This Role Matters

In the fast‑moving world of biopharma, customer experience is more than a service layer; it’s a strategic differentiator. As the Executive Director of Customer Experience & Design, you will become the steward of how our clients, partners, and internal stakeholders perceive and engage with brighthush. Your leadership will drive a culture of empathy, innovation, and data‑driven design, ensuring that every touchpoint—from the first consultation to post‑market support—delivers measurable value and deep loyalty.

Key Responsibilities

• Strategic Vision & Alignment – Craft and execute a forward‑looking Customer Experience & Design strategy that aligns with brighthush’s mission, growth objectives, and regulatory commitments.
• Team Leadership & Development – Build, mentor, and inspire a high‑performing team of designers, UX researchers, customer success managers, and data analysts. Foster an environment where creativity thrives and cross‑functional collaboration is the norm.
• Customer Journey Mastery – Own the creation and continuous refinement of customer journey maps, personas, service blueprints, and experience frameworks that illuminate pain points and opportunities across the entire client lifecycle.
• Cross‑Functional Collaboration – Partner with Marketing, Sales, Product Development, Clinical Operations, and Regulatory Affairs to embed a seamless, consistent experience across all channels and products.
• Data‑Driven Insight & Optimization – Leverage qualitative and quantitative feedback, NPS, CSAT, and other metrics to identify improvement levers, prioritize initiatives, and measure impact.
• Client Relationship Management – Serve as a trusted advisor to key clients, translating their strategic needs into actionable design and service enhancements that drive retention and upsell opportunities.
• Budget & Resource Stewardship – Manage the department’s budget, ensuring efficient allocation of resources, cost control, and ROI on design initiatives.
• Thought Leadership & Brand Advocacy – Represent brighthush at industry conferences, webinars, and networking events. Position the company as a thought leader in customer experience within the life sciences sector.
• Continuous Learning & Innovation – Stay abreast of emerging trends, technologies, and best practices in CX, UX, and design thinking. Champion experimentation and rapid prototyping to keep brighthush at the cutting edge.

Essential Qualifications

• 10+ years of progressive experience in customer experience, design, or related fields, with at least 5 years in a senior leadership role.
• Proven track record of building and scaling high‑impact CX or design teams in a complex, regulated environment such as pharmaceuticals, biotech, or medical devices.
• Deep understanding of design thinking, human‑centered design, and service design methodologies.
• Experience managing multi‑million‑dollar budgets and delivering projects on time and within scope.
• Exceptional communication skills—able to articulate vision, influence stakeholders, and present to C‑suite executives.
• Strong analytical mindset with proficiency in data analysis tools (e.g., Tableau, Power BI, SQL) and experience turning data into actionable insights.
• Demonstrated ability to cultivate client relationships and act as a strategic partner.
• Bachelor’s degree in Design, Business, Psychology, or a related field; an advanced degree (MBA, MS in Human‑Centered Design) is a plus.

Preferred Qualifications

• Experience in the life sciences or healthcare sector, particularly in drug development or clinical research.
• Familiarity with regulatory frameworks (FDA, EMA, ICH) and how they intersect with customer experience.
• Background in digital transformation initiatives, including the implementation of CX platforms, CRM systems, or AI‑driven personalization.
• Published thought leadership pieces or conference presentations on CX in regulated industries.
• Multilingual capabilities, especially in languages relevant to brighthush’s global client base.

Core Competencies & Skills

• Strategic Thinking & Visionary Leadership
• Design Thinking & Human‑Centered Design
• Customer Journey Mapping & Experience Architecture
• Data Analysis & Insight Generation
• Stakeholder Management & Influencing
• Team Building & Talent Development
• Project & Budget Management
• Change Management & Innovation Culture
• Regulatory Awareness & Compliance

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Executive coaching and leadership development programs tailored to senior leaders.
• Cross‑functional rotational opportunities to deepen your understanding of the entire drug development lifecycle.
• Industry certifications and continuing education in UX, CX, and regulatory affairs.
• Mentorship from senior executives and thought leaders in life sciences.
• Global travel to collaborate with regional teams and attend international conferences.

Work Environment & Culture

brighthush thrives on a culture of inclusion, curiosity, and collaboration. Our open‑office spaces, flexible work arrangements, and vibrant community events foster creativity and work‑life balance. We celebrate diversity through employee resource groups, inclusive hiring practices, and a zero‑tolerance policy for discrimination. Your voice will matter, and your ideas will shape the future of how we serve our clients and patients.

Compensation, Perks & Benefits

While the exact figures will be discussed during the interview process, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus structure aligned with company and departmental goals.
• Equity participation to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible work options.
• Wellness programs, on‑site fitness facilities, and mental health resources.
• Professional development stipend and conference travel support.
• Employee recognition programs and community service opportunities.

How to Apply

If you are a dynamic, visionary leader who thrives on turning customer insights into transformative experiences, we invite you to join brighthush. Submit your resume and a cover letter outlining your leadership philosophy and a portfolio of relevant CX or design initiatives.

Apply to this job

We are an Equal Opportunity Employer. brighthush celebrates diversity and is committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or any other legally protected characteristic.

Join brighthush – Where Innovation Meets Compassion

At brighthush, you will not only lead a high‑performing team; you will shape the future of patient care and scientific discovery. Your work will resonate across continents, influencing how patients, clinicians, and researchers experience the journey from lab bench to bedside. If you are ready to make a lasting impact, we encourage you to apply today and become a pivotal part of our mission to accelerate life‑saving therapies worldwide.