Senior Customer Care Solutions Analyst – Strategic Lead for Process Excellence, Digital Innovation, and Customer Experience Transformation at brighthush

About brighthush

brighthush is a trailblazer in the financial services landscape, blending a legacy of community‑first banking with a relentless focus on technology and innovation. With a history that spans more than nine decades, we have evolved from a modest regional lender into a modern, digitally‑enabled organization that serves millions of customers across the South and beyond. Our mission is simple yet powerful: to empower every customer to achieve their financial goals through personalized service, cutting‑edge digital tools, and a culture that values integrity, collaboration, and continuous improvement.

At brighthush, we believe that the future of banking is built on the intersection of human empathy and data‑driven insights. Whether a customer is buying a home, launching a business, or planning for retirement, we provide the guidance, products, and technology that help them move forward with confidence. Our commitment to community values, combined with a forward‑thinking approach to technology, positions us as a trusted partner for customers and a dynamic workplace for talent.

Why Join brighthush?

As a fully remote‑first organization, brighthush offers the freedom to work from anywhere while staying connected to a vibrant, collaborative community. We invest in our people through competitive compensation, comprehensive benefits, continuous learning opportunities, and a culture that celebrates diversity, equity, and belonging.

• Competitive Compensation: $59,959 – $95,780, commensurate with experience and performance.
• Comprehensive Benefits: Health, dental, vision, 401(k) with company match, paid time off, and flexible work arrangements.
• Continuous Learning: Tuition reimbursement, certifications, and access to industry conferences.
• Career Advancement: Mentorship programs, leadership training, and internal mobility.
• Inclusive Environment: Diversity, equity, and belonging are woven into everything we do.
• Work‑Life Balance: Flexible scheduling, remote work stipend, and a culture that respects personal time.

Position Overview

The Senior Customer Care Solutions Analyst is a strategic catalyst who transforms business challenges into actionable, measurable solutions. You will analyze operational processes, identify gaps, and lead cross‑functional initiatives from concept through implementation. Your work will directly influence customer experience, operational efficiency, and the overall success of brighthush’s customer care organization.

Key Responsibilities

Business Needs Analysis

Conduct in‑depth assessments of current processes, technology stacks, and customer touchpoints to uncover inefficiencies, risks, and opportunities for improvement. This involves:

• Mapping end‑to‑end workflows across multiple service lines.
• Gathering and synthesizing data from CRM, ticketing, and analytics platforms.
• Facilitating workshops with frontline agents, supervisors, and IT stakeholders.
• Documenting findings in clear, actionable reports.
• Identifying key pain points that impact customer satisfaction and agent productivity.

Solution Design & Recommendation

Translate analytical findings into innovative business solutions that enhance process flow, technology utilization, and service delivery. Key activities include:

• Developing process redesign blueprints that reduce cycle time and error rates.
• Identifying automation opportunities using RPA, AI, or workflow orchestration.
• Creating detailed functional specifications for new or enhanced systems.
• Presenting recommendations to executive leadership with ROI projections.
• Ensuring solutions align with regulatory compliance and data privacy standards.

Project Leadership

Own end‑to‑end project lifecycles—develop project plans, define requirements, set milestones, and monitor progress to ensure timely, on‑budget delivery. Responsibilities cover:

• Building comprehensive project charters and risk registers.
• Coordinating cross‑functional teams through Agile ceremonies.
• Tracking deliverables in project management tools (Jira, Asana, MS Project).
• Reporting status to stakeholders and adjusting plans as needed.
• Facilitating post‑implementation reviews to capture lessons learned.

Cross‑Functional Coordination

Facilitate collaboration among stakeholders across departments, clarify responsibilities, remove blockers, and maintain alignment on priorities. This includes:

• Leading daily stand‑ups and sprint reviews.
• Maintaining a shared knowledge base for process documentation.
• Escalating issues to senior leaders when necessary.
• Ensuring that all voices—customer, agent, IT, compliance—are heard.
• Driving consensus on trade‑offs and prioritization decisions.

Change Management

Champion adoption of new processes and technologies by crafting communication plans, readiness assessments, training programs, and adoption support. Tasks involve:

• Developing change readiness surveys and interpreting results.
• Designing role‑specific training modules and e‑learning paths.
• Coordinating pilot programs and gathering feedback.
• Tracking adoption metrics and iterating on change strategies.
• Collaborating with HR and Learning & Development to embed learning into daily workflows.

Performance Measurement & Analytics

Define success criteria, establish KPIs, and monitor outcomes to validate that implemented solutions meet or exceed business expectations. Activities include:

• Building dashboards in Power BI or Tableau that provide real‑time visibility.
• Conducting variance analysis and root cause investigations.
• Reporting insights to senior leadership and recommending corrective actions.
• Ensuring data integrity and governance across all reporting layers.
• Using data storytelling to influence strategic decisions.

Ad‑hoc Analysis & Continuous Improvement

Deliver rapid, data‑driven insights on emerging trends, performance variances, and business opportunities to inform executive decision‑making. Additionally, identify emerging needs, recommend process enhancements, document best practices, and partner with leaders to embed sustainable improvements.

Essential Qualifications

• Bachelor’s degree in Business, Finance, Information Systems, or a related field.
• 1–3 years of experience in business analysis, process improvement, or a comparable role.
• Strong knowledge of business analysis frameworks, process improvement methodologies (Lean, Six Sigma), project management principles, and change management best practices.
• Proven analytical and problem‑solving skills with the ability to interpret performance data, spot trends, and develop actionable insights.
• Excellent project coordination, communication, and stakeholder management skills—capable of leading cross‑functional initiatives and influencing outcomes across multiple organizational levels.
• Proficiency in reporting, data visualization, and business technology tools (e.g., Power BI, Tableau, Excel, SQL).
• Ability to develop and maintain reports, monitor KPIs, and measure the effectiveness of implemented solutions.
• Strong written and verbal communication skills, with the ability to convey complex ideas clearly to both technical and non‑technical audiences.
• Self‑motivated, detail‑oriented, and adaptable in a fast‑paced, evolving environment.

Preferred Qualifications

• Experience in the financial services or customer care industry.
• Certifications in Business Analysis (CBAP, CCBA), Project Management (PMP, PRINCE2), or Lean Six Sigma (Green Belt or higher).
• Familiarity with Agile/Scrum frameworks and experience working in Agile teams.
• Advanced data analytics skills, including SQL, Python, or R.
• Experience leading change management initiatives in a remote or hybrid setting.

Core Skills & Competencies

• Strategic Thinking & Vision
• Process Design & Optimization
• Project Management & Execution
• Change Management & Adoption
• Data Analysis & Insight Generation
• Stakeholder Engagement & Influence
• Communication & Presentation
• Collaboration & Teamwork
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Senior Customer Care Solutions Analyst, you will:

• Progress to senior leadership roles such as Lead Business Analyst, Program Manager, or Director of Customer Experience.
• Participate in mentorship programs that pair you with seasoned leaders across the organization.
• Access internal training modules, external certifications, and industry conferences.
• Lead high‑impact initiatives that shape the future of customer care at brighthush.
• Contribute to thought leadership pieces, white papers, and industry panels.
• Earn recognition through our “Innovation Champion” award and quarterly performance bonuses.

Work Environment & Culture

brighthush thrives on a culture of trust, collaboration, and continuous improvement. Even though this role is remote, you will be an integral part of a dynamic team that values:

• Open communication and transparency.
• Innovation and experimentation.
• Work‑life balance and flexibility.
• Recognition of individual achievements and collective success.
• Diversity, equity, and inclusion at every level.

We provide a secure, distraction‑free remote workspace with reliable internet connectivity. Remote employees are expected to maintain a professional environment conducive to collaboration and productivity.

Compensation & Benefits

Salary: $59,959 – $95,780 (commensurate with experience and performance).

Benefits include:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, holidays, and flexible scheduling.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Remote work stipend for home office setup.
• Employee assistance program and life insurance.
• Access to a global network of industry experts and thought leaders.

Location & Eligibility

This is a fully remote position. Candidates must reside in one of the following states: Virginia, North Carolina, South Carolina, Georgia, Florida, Alabama, Texas, or Colorado. Reasonable accommodations will be made for individuals with disabilities.

How to Apply

Ready to make a tangible impact on customer experience and operational excellence? Submit your application through our careers portal and join the brighthush team where your ideas will shape the future of financial services.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, including veterans and individuals with disabilities.