Seasoned Senior Digital Customer Experience Lead – Championing Web & Mobile Optimization, Revenue Growth, Customer Retention, and Strategic Innovation to Deliver Seamless Connectivity at brighthush

About brighthush – Empowering Communities Through Seamless Connectivity

brighthush is more than a broadband provider; we are a catalyst for community empowerment, economic growth, and digital inclusion. With a footprint that spans the Midwest and South, we deliver lightning‑fast, ultra‑reliable internet that fuels businesses, schools, and households. Our mission is simple yet transformative: to make every digital touchpoint with brighthush feel as seamless, trustworthy, and empowering as the fiber we lay. By marrying cutting‑edge technology with a relentless focus on customer experience, we are redefining what it means to stay connected in the 21st century.

Why This Role Matters

As the Senior Digital Customer Experience Lead, you will be the chief architect of every online interaction a customer has with brighthush. From the moment a user logs in to manage their account, upgrades their service, or seeks support, you will shape the journey to be frictionless, engaging, and revenue‑driving. Your strategic vision will directly influence key metrics such as conversion rates, average revenue per user, churn, and net promoter score. By partnering with cross‑functional teams, harnessing data, and championing continuous improvement, you will unlock new growth opportunities while ensuring that brighthush remains a customer‑centric brand.

Key Responsibilities – Your Impact in Action

Strategic Leadership

• Own and execute the digital experience strategy for both authenticated and unauthenticated users across web and mobile, covering account management, billing, upgrades, Wi‑Fi management, digital support, and self‑service.
• Develop a long‑term roadmap that aligns with business goals, market trends, and emerging technologies.
• Advocate for the customer voice in executive discussions and product planning sessions.

Continuous Optimization

• Identify friction points, performance gaps, and conversion opportunities through data analysis, user testing, and stakeholder interviews.
• Lead initiatives that reduce customer effort, increase engagement, and drive revenue, such as streamlined checkout flows, proactive upsell prompts, and self‑service enhancements.
• Champion a culture of experimentation, ensuring that every hypothesis is tested, measured, and iterated upon.

Requirements Development & Insight‑Driven Design

• Translate business objectives into clear, actionable digital experience requirements for go‑to‑market initiatives, enhancements, and optimization projects.
• Convert customer insights and journey pain points into well‑defined problems, requirements, and recommendations for UX/UI teams.
• Collaborate closely with UX/UI designers to create intuitive, accessible, and engaging experiences across authenticated channels.

Analytics & Data‑Driven Decision Making

• Leverage tools such as Google Analytics, FullStory, and similar platforms to surface journey friction, behavioral trends, and conversion opportunities.
• Lead A/B, multivariate, personalization, and segmentation experiments to validate hypotheses and scale successful improvements.
• Define success metrics, measure results, and translate learnings into scalable enhancements that boost conversion, engagement, retention, and customer value.

Dashboard & Storytelling

• Build KPI dashboards and compelling data stories using Looker, Power BI, or equivalent tools to inform stakeholders and drive action.
• Present findings in a clear, concise manner to both technical and non‑technical audiences.

Agile Delivery & Cross‑Functional Influence

• Translate business requirements into executable digital initiatives, support implementation, and ensure ongoing optimization within Agile frameworks.
• Partner with Product, Engineering, Analytics, IT, CRM, Marketing, and Customer Care to align on priorities and deliver cohesive experiences.
• Facilitate sprint planning, backlog grooming, and retrospectives to keep projects on track.

Additional Duties

• Perform other related tasks as assigned to support the team’s success.

Essential Qualifications – What We Expect

• Bachelor’s degree in Business, Marketing, Digital Commerce, Information Systems, or a related field.
• Minimum of 5 years’ experience in eCommerce, digital product management, website/app optimization, or customer experience roles.
• At least 3 years of proven impact on revenue, retention, conversion, or customer satisfaction through customer‑facing digital initiatives.
• Hands‑on experience managing or optimizing authenticated digital, eCommerce, or self‑service experiences.
• Strong background in Agile development environments and cross‑functional collaboration.

Preferred Qualifications – Bonus Points

• Experience in broadband, telecommunications, or subscription‑based services.
• Background in optimizing Wi‑Fi management, billing, payment, or digital support experiences.
• Deep knowledge of authenticated web and mobile application experiences.
• Expertise in customer lifecycle marketing and base management strategies.
• Advanced proficiency in digital experimentation, personalization, and optimization frameworks.
• Track record of partnering with CRM, UX/UI, Product, Engineering, and data teams in an Agile setting.

Core Skills & Competencies – What Makes You Successful

• Deep understanding of digital customer experience, eCommerce, and self‑service strategies.
• Ability to translate customer insights and business goals into actionable roadmaps and requirements.
• Proficiency in upsell, cross‑sell, retention, personalization, and engagement tactics.
• Experience with analytics platforms (Google Analytics, FullStory, etc.) and data‑driven decision making.
• Expertise in experimentation methodologies: A/B testing, multivariate testing, segmentation, and personalization.
• Working knowledge of CRM, personalization, and marketing technology stacks.
• Strong analytical skills to interpret complex performance data and recommend improvements.
• Experience building and monitoring digital KPIs, dashboards, and performance reports using Looker, Power BI, or similar tools.
• Solid grasp of UX/UI principles and journey optimization.
• Excellent cross‑functional collaboration and stakeholder management.
• Strategic thinker with strong problem‑solving, prioritization, and decision‑making capabilities.
• Fluent in English with exceptional written and verbal communication skills.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, your career trajectory will evolve alongside the industry’s rapid transformation. You’ll have the chance to:

• Lead high‑impact projects that shape the future of broadband customer experience.
• Mentor junior team members and share best practices across the organization.
• Participate in cross‑functional leadership forums and strategy sessions.
• Access continuous learning resources, including certifications in UX, analytics, and product management.
• Move into senior product, strategy, or executive roles as you demonstrate impact and leadership.

Work Environment & Culture – Where Innovation Thrives

Our culture is built on:

• Collaboration: Open communication, shared ownership, and a flat hierarchy that encourages ideas from all levels.
• Innovation: A sandbox mentality where experimentation is celebrated and failure is a learning opportunity.
• Inclusivity: A diverse workforce that reflects the communities we serve, fostering belonging and creativity.
• Flexibility: Hybrid work options, remote roles, and a focus on work‑life balance.
• Impact: Every project you touch contributes to bridging the digital divide and improving lives.

Compensation & Benefits – We Value Your Talent

While specific figures vary by role and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual, team, and company goals.
• Comprehensive health, dental, vision, and life insurance plans.
• 401(k) with company match and financial planning resources.
• Generous paid time off, holidays, and a flexible vacation policy.
• Employee assistance program and wellness initiatives.
• Professional development budget and tuition reimbursement.
• Access to cutting‑edge tools, technology, and a modern, collaborative workspace.

Physical Demands & Work Conditions – What to Expect

• Effective communication in virtual and in‑person settings.
• Occasional travel for conferences, client meetings, or cross‑regional collaboration.

How to Apply – Join the brighthush Revolution

We are on a mission to bring high‑speed, reliable internet to underserved communities while delivering a customer experience that sets the industry standard. If you are a data‑driven, customer‑obsessed leader who thrives in a fast‑paced, collaborative environment, we want to hear from you.

Ready to shape the future of digital customer experience? Apply now and become part of a team that is transforming connectivity and customer delight across the United States.