Global Head of Customer Experience – Architecting Unified Client Journeys Across Multi‑Asset Brokerage at brighthush
About brighthush
brighthush is a trailblazing multi‑asset brokerage that empowers traders, investors, and learners worldwide. With a portfolio that spans forex, crypto, proprietary trading, prediction markets, and educational platforms, we are redefining how people interact with financial markets. Our mission is simple yet ambitious: to make every client touchpoint a seamless, trustworthy, and delightful experience that keeps them coming back. As a global player headquartered in the heart of the financial world, we operate from vibrant hubs in Dubai, Kuala Lumpur, Limassol, and Bangkok, and we thrive on a culture of innovation, collaboration, and relentless customer focus.
Why This Role Matters
In the fast‑moving world of multi‑asset brokerage, the most successful firms are those that win on retention and trust rather than just acquisition and price. The Global Head of Customer Experience at brighthush is the catalyst that turns our fragmented client journeys into a single, coherent narrative. This senior leadership role reports directly to the Group CEO and commands a diverse, distributed team that spans onboarding, support, retention, and product experience. Your mandate is to transform the way we deliver value to our clients, turning customer experience from a cost center into a quantifiable business driver.
Key Responsibilities
- Diagnose & Audit (Days 1–90): Conduct a comprehensive CX audit across all client touchpoints, identify pain points, and map the current state of experience.
- Design & Build (Months 3–9): Create a scalable CX operating model that unifies onboarding, support, retention, and product experience. Implement AI‑driven automation and data‑centric decision making.
- Commercialise (Months 9–12): Embed CX metrics into the business’s financial model, ensuring that experience improvements translate into measurable revenue growth.
- Lead the development of a VIP client programme that delivers personalized, high‑value support for our most profitable segments.
- Deploy real‑time CX health monitoring dashboards to detect and resolve experience failures before they impact the business.
- Align cross‑functional teams around shared CX outcomes, fostering a culture of continuous improvement and customer obsession.
- Measure, report, and communicate CX impact to the executive team, turning insights into actionable strategy.
Essential Qualifications
- Minimum 10 years of progressive experience in customer experience, support, or operations within a high‑growth fintech, brokerage, or regulated financial services environment.
- Proven track record of designing and scaling CX operating models for global, multi‑product organizations.
- Deep understanding of data analytics, AI, and automation technologies as they apply to customer experience.
- Strong commercial acumen with the ability to translate CX initiatives into revenue and cost‑savings metrics.
- Exceptional cross‑functional influence and stakeholder management skills, capable of leading large, distributed teams.
- Experience working directly with senior leadership, including CEOs or COOs, and driving strategic initiatives at the group level.
Preferred Qualifications
- Background as a Head of CX, VP of Customer Experience, or Chief Experience Officer in a retail broker, fintech, or digital banking firm.
- Experience leading global support or service delivery for multi‑product financial platforms.
- Hands‑on experience with AI‑powered customer support tools, chatbots, and predictive analytics.
- Fluency in multiple languages and a proven ability to manage teams across different time zones.
- Knowledge of regulatory frameworks relevant to brokerage and financial services (e.g., MiFID II, FCA, ASIC).
Key Skills & Competencies
- Customer‑Centric Mindset: Empathy for clients, a passion for solving complex problems, and a relentless drive to exceed expectations.
- Strategic Vision: Ability to see the big picture, set long‑term goals, and align operational tactics with business objectives.
- Data‑Driven Decision Making: Proficiency in analytics tools, data interpretation, and turning insights into action.
- Change Leadership: Experience managing large‑scale transformations, overcoming resistance, and embedding new processes.
- Technology Fluency: Comfortable with CRM systems, support platforms, AI/ML solutions, and cloud infrastructure.
- Communication & Influence: Clear, persuasive communication across all levels, from front‑line agents to the boardroom.
Career Growth & Learning Opportunities
At brighthush, you will be positioned at the forefront of customer experience innovation. You’ll have the chance to:
- Shape the future of a global brokerage’s CX strategy and leave a lasting legacy.
- Collaborate with senior leaders across product, technology, and finance to drive cross‑functional initiatives.
- Lead a high‑impact, high‑visibility program that directly influences revenue and client retention.
- Access continuous learning resources, including industry conferences, executive coaching, and advanced training in AI, analytics, and design thinking.
- Advance into executive roles such as Chief Experience Officer, Head of Global Operations, or Group CEO, depending on your career aspirations.
Work Environment & Culture at brighthush
Our culture is built on three pillars: innovation, collaboration, and customer obsession. We embrace a fully remote model, but we also value face‑to‑face interactions in our hubs. Expect:
- Flexible working hours that respect work‑life balance.
- Regular virtual town halls and cross‑functional workshops.
- Annual in‑person retreats in Dubai, Kuala Lumpur, Limassol, or Bangkok to strengthen team bonds.
- A transparent, merit‑based promotion system that rewards results and leadership.
- Access to cutting‑edge tools and technology that empower you to innovate.
Compensation & Benefits
We offer a competitive base salary commensurate with experience, complemented by a performance‑based bonus structure that rewards tangible impact on CX metrics. Standard employee benefits include:
- Health, dental, and vision insurance.
- Generous paid time off and flexible vacation policy.
- Retirement savings plan with company match.
- Wellness stipend and mental health support.
- Professional development budget and tuition reimbursement.
- Equity options for senior leaders, aligning your success with the company’s growth.
How to Apply
If you are a visionary leader ready to transform the customer experience landscape at a global brokerage, we want to hear from you. Join brighthush and help us turn every client interaction into a reason for loyalty, trust, and success.