Senior Business Analyst & Process Excellence Lead – Remote – Driving Data‑Powered Customer Care Transformation, Operational Excellence, and Continuous Innovation at brighthush

About brighthush

brighthush began its journey in 1955 as a pioneering tax‑solutions provider, and over the decades it has evolved into a global powerhouse that places customer experience at the core of everything we do. Today, brighthush is a leading name in customer‑centric financial services, blending deep industry expertise with cutting‑edge technology to deliver seamless, personalized experiences that set new standards across the sector. Our remote‑first culture empowers teams across the United States to collaborate, innovate, and grow from anywhere, while staying connected through a vibrant digital ecosystem that fuels creativity and efficiency.

Why brighthush is the Future of Customer Care

At brighthush, we believe that the future of customer care is built on three pillars: data, empathy, and relentless improvement. By marrying sophisticated analytics, AI‑driven automation, and a culture that values every voice, we are redefining how customers interact with tax and financial services. As a Senior Business Analyst & Process Excellence Lead, you will sit at the heart of this transformation, shaping the way we engage with customers, streamline operations, and deliver measurable impact. If you thrive in a fast‑paced, collaborative environment and are passionate about turning insights into action, this is the place for you.

Key Responsibilities

Your role will blend analytical rigor, stakeholder collaboration, and hands‑on execution to deliver tangible improvements in service quality, efficiency, and customer satisfaction. Below is a detailed breakdown of what you’ll be doing day‑to‑day:

• Lead Process Improvement Initiatives: Own and champion cross‑functional projects that redesign workflows, eliminate bottlenecks, and implement best‑practice SOPs. Work closely with agents, supervisors, and technology teams to ensure solutions are scalable, sustainable, and aligned with business goals.
• Generate Data‑Driven Insights: Leverage advanced analytics to dissect performance metrics such as Service Level Agreements (SLAs), Call Completion Rates (CpR), Customer Effort Score (CES), and Agent Quality Scores. Translate complex data sets into clear, actionable recommendations that drive tangible results.
• Facilitate Stakeholder Collaboration: Conduct cross‑functional workshops, gather detailed requirements, and translate business objectives into executable plans. Act as the bridge between business, technology, and operations, ensuring alignment and clarity at every stage.
• Document and Govern Processes: Maintain comprehensive process maps, SOPs, and knowledge articles using tools such as CRM, Analytics Platform, and Process Mapping Tool. Ensure documentation is up‑to‑date, accessible, and aligned with industry best practices.
• Design and Implement Automation: Partner with engineering and data science teams to design and implement automation solutions, including Automation Platform and Integration Tool integrations. Drive the adoption of intelligent tools that reduce manual effort and free agents to focus on high‑value interactions.
• Ensure Compliance and Alignment: Work with compliance and legal teams to maintain audit readiness, mitigate risk, and ensure all process changes comply with regulatory requirements, internal policies, and service standards.
• Measure Impact and Iterate: Monitor the rollout of process changes, evaluate effectiveness through real‑time data and feedback, and refine initiatives to maximize ROI.
• Advocate Best Practices: Stay ahead of industry trends, emerging technologies, and process improvement methodologies. Share insights and recommend best practices to the broader organization.
• Develop Team Playbooks: Contribute to the creation and refinement of team playbooks, ensuring that knowledge is captured, shared, and leveraged across the Customer Care organization.
• Support Decision‑Making: Present findings, recommendations, and performance insights to senior leaders, enabling data‑driven decision making at all levels.

Essential Qualifications

• Education: Bachelor’s degree in Business Administration, Operations Management, Information Systems, or a related discipline (or equivalent professional experience).
• Experience: Minimum of 5 years of business analysis experience, preferably within a contact center or customer care environment.
• Process Improvement Leadership: Proven track record of leading process improvement projects that deliver measurable performance gains.
• Analytical Acumen: Strong analytical skills with the ability to interpret complex data sets and translate findings into clear, actionable recommendations.
• Performance Metrics: Hands‑on experience with performance metrics such as SLA, CpR, CES, and Agent Quality Score.
• Technical Proficiency: Proficiency in data analysis tools such as Analytics Platform, Business Intelligence Suite, or similar, and process documentation platforms such as Process Mapping Tool, Knowledge Base System, and Collaboration Platform.
• Communication: Excellent written and verbal communication skills, capable of engaging stakeholders at all levels.
• Project Management: Demonstrated ability to manage multiple priorities in a fast‑paced, dynamic environment.
• Stakeholder Engagement: Strong stakeholder engagement skills, with a collaborative mindset and a passion for driving change.

Preferred Qualifications

• Experience with CRM administration or integration projects.
• Hands‑on exposure to Analytics Platform tools such as Data Warehouse, Reporting Suite, or Predictive Analytics.
• Knowledge of knowledge‑management platforms (e.g., Knowledge Base System, Collaboration Platform, or similar).
• Certification in Lean Six Sigma (Green Belt or higher) or equivalent process improvement credentials.
• Experience working in a regulated environment where compliance and audit readiness are critical.
• Background in financial services or tax‑related customer support.

Skills & Competencies

• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
• Process Design: Expertise in mapping, modeling, and optimizing end‑to‑end processes.
• Project Management: Skilled at planning, executing, and monitoring projects with clear milestones and deliverables.
• Change Management: Comfortable leading change initiatives, managing stakeholder expectations, and ensuring smooth adoption.
• Technology Fluency: Comfortable working with CRM systems, automation platforms, and analytics tools.
• Communication: Clear, concise, and persuasive communicator, adept at translating technical details for non‑technical audiences.
• Collaboration: Team player who thrives in cross‑functional environments and builds strong relationships.
• Adaptability: Quick to pivot in response to shifting priorities and emerging business needs.

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As a Senior Business Analyst, you will:

• Lead high‑visibility projects that directly influence customer experience and operational excellence.
• Work alongside seasoned leaders in process improvement, data science, and technology, gaining mentorship and exposure to diverse business functions.
• Participate in our internal “Innovation Lab,” where you can propose and pilot new ideas that shape the future of customer care.
• Access a robust learning platform offering courses in advanced analytics, CRM administration, and leadership development.
• Earn professional certifications (e.g., Lean Six Sigma, Analytics Platform, or Automation Platform) with company sponsorship.
• Progress into senior leadership roles such as Process Excellence Manager, Director of Customer Experience, or Head of Automation.

Work Environment & Culture

brighthush fosters a culture of inclusivity, innovation, and impact. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑team syncs.
• Collaborative digital workspaces (e.g., Collaboration Platform, Project Management Tool, Knowledge Base System).
• Regular virtual coffee chats and informal networking events.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.
• Community outreach programs and volunteer opportunities that align with our mission to give back.
• Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

We offer a competitive total‑compensation package designed to attract, retain, and reward top talent:

• Base Salary: Market‑competitive, commensurate with experience and qualifications.
• Performance Bonus: Annual bonus potential tied to individual and company performance metrics.
• Health & Wellness: Comprehensive medical, dental, and vision plans, including telehealth services.
• Retirement Savings: 401(k) plan with company match up to 6% of your salary.
• Employee Assistance Program (EAP): Confidential counseling and support services.
• Wellness Incentives: Virtual fitness center memberships, wellness stipends, and mental health resources.
• Discount Programs: Exclusive discounts on brighthush products, partner services, and travel.
• Professional Development: Annual learning budget, conference travel support, and tuition reimbursement.
• Tax‑Related Benefits: brighthush Tax Prep benefit for you and eligible dependents.
• Insurance: Business Travel Accident Insurance and other supplemental coverages.

How to Apply

Ready to leverage your analytical expertise to transform customer care at a leading tax solutions provider? Submit your application through our careers portal, and let’s explore how you can make a lasting impact at brighthush.

Ready to join us?