Senior Customer Discovery Interviewer – Beauty Studio Owner & Service Business Insights Specialist Driving Innovation at brighthush

About brighthush – Pioneering the Future of Beauty‑Tech

brighthush is more than a software platform; it is a movement that empowers independent beauty studios to thrive in an increasingly digital marketplace. From lash artists and estheticians to blonding specialists and boutique wellness providers, our mission is to give creative service businesses the technology they need to streamline bookings, protect client data, and unlock new revenue streams—without sacrificing the artistry that defines their brand. As we prepare to launch a breakthrough solution that will reshape talent retention and data integrity for studios of 3‑8 providers, we need a seasoned researcher who can translate real‑world challenges into strategic product direction.

Why This Role Is Critical to brighthush’s Success

In the role of Senior Customer Discovery Interviewer, you will serve as the essential conduit between beauty‑studio owners and our product development team. Your deep‑dive interviews will surface hidden pain points, reveal unmet needs, and surface the language that resonates with our target market. The insights you generate will directly influence feature prioritization, user‑experience design, and go‑to‑market strategy, ensuring that brighthush delivers a solution that truly moves the needle for independent studios.

Core Responsibilities – From Recruitment to Insight Synthesis

• Participant Recruitment & Qualification – Identify, vet, and secure 10‑15 studio owners or managing partners who meet our target profile (3‑8 providers, average ticket $100+, recent staff turnover or data‑export challenges). Craft compelling outreach scripts, manage a recruitment pipeline, and maintain a detailed qualification log that captures business size, tech stack, and key challenges.
• Scheduling & Logistics Management – Coordinate interview times across multiple time zones, send calendar invites, and automate reminder workflows to achieve a 100 % attendance rate. Leverage scheduling tools (Calendly, Doodle, etc.) to minimize no‑shows and keep the research timeline on track.
• Interview Execution – Conduct 30‑40‑minute video interviews using a structured interview guide. Maintain a neutral, research‑focused tone while adapting to each participant’s communication style. Use probing techniques to uncover both explicit needs and latent motivations.
• Recording, Consent, & Transcription – Capture high‑quality audio/video, obtain explicit consent for recording, and produce accurate transcripts using tools such as Otter.ai or Rev.com. Manually edit transcripts for clarity and flag ambiguous segments for follow‑up clarification.
• Secure Data Management – Store recordings and transcripts in encrypted, access‑controlled folders. Anonymize personally identifiable information, maintain a master participant list with qualification notes, and ensure compliance with GDPR, CCPA, and brighthush’s internal data‑governance policies.
• Insight Reporting & Synthesis – Deliver a concise one‑page summary for each interview, followed by a comprehensive 3‑5‑page cross‑interview synthesis. Organize findings by thematic clusters, embed direct quotes, and include any quantitative data mentioned. Highlight actionable insights and recommend concrete next steps for product, design, and engineering teams.
• Quality Assurance & Continuous Improvement – Perform peer reviews of all deliverables for completeness, accuracy, and confidentiality. Iterate on interview guides based on stakeholder feedback and emerging patterns, ensuring each subsequent interview is more focused and productive.

Essential Qualifications – What You Must Bring

• Minimum 3 years of hands‑on experience conducting qualitative research with small‑business owners, service‑industry operators, or comparable stakeholder groups.
• Demonstrated success in recruiting participants and conducting interviews in a non‑sales, research‑focused environment.
• Exceptional written and verbal communication skills, with a proven ability to distill complex conversations into clear, actionable insights.
• Proficiency with transcription services (e.g., Otter.ai, Rev.com) and data‑organization platforms such as Notion, Airtable, or similar.
• Strong ethical standards and experience handling confidential data in compliance with privacy regulations.
• Self‑motivated, detail‑oriented, and capable of managing multiple interview cycles simultaneously while meeting tight deadlines.

Preferred Qualifications – Nice‑to‑Have Experience

• Direct experience in the beauty, wellness, or broader creative‑service industry.
• Background in user‑experience research, product design, market analysis, or a related discipline.
• Familiarity with booking and scheduling platforms (Calendly, Acuity, Vagaro, etc.) and the common data‑export challenges faced by studio owners.
• Advanced proficiency with video‑conferencing tools (Zoom, Google Meet) and screen‑sharing for live demonstrations.
• Portfolio of past research projects, including interview guides, raw transcripts, and synthesis reports.

Key Skills & Competencies

• Research Design – Ability to craft interview guides, develop probing questions, and design follow‑up sequences that elicit deep, actionable insights.
• Active Listening & Empathy – Skilled at capturing nuance, detecting underlying motivations, and clarifying ambiguous statements without leading the conversation.
• Qualitative Data Analysis – Expertise in thematic coding, pattern recognition, and translating narrative data into strategic recommendations.
• Project Management – Proven track record of tracking milestones, managing stakeholder expectations, and delivering high‑quality outputs on schedule.
• Technical Savvy – Comfortable with recording software, transcription services, secure file‑sharing solutions, and basic data‑visualization tools.
• Ethical Judgment – Commitment to participant anonymity, informed consent, and unbiased questioning.

Career Growth & Learning Opportunities at brighthush

Joining brighthush means stepping into a fast‑moving, cross‑functional environment where research directly fuels product innovation. In this role you will:

• Gain hands‑on experience shaping a product roadmap that will impact thousands of independent beauty professionals.
• Collaborate daily with product managers, UX designers, data scientists, and engineering leads, expanding your interdisciplinary skill set.
• Receive mentorship from senior researchers and senior product leaders who will help you refine your methodology and presentation style.
• Explore pathways to transition into a full‑time research, product management, or UX strategy role within brighthush.
• Access a budget for conferences, workshops, certifications, and industry events—ensuring you stay at the cutting edge of qualitative research and beauty‑tech trends.

Work Environment & Culture at brighthush

brighthush champions flexibility, creativity, and collaboration. Our fully remote team operates with a results‑oriented mindset, offering:

• Weekly virtual stand‑ups and monthly “innovation sprints” that keep everyone aligned and inspired.
• A culture that celebrates diversity, encourages experimentation, and rewards data‑driven decision‑making.
• Open communication channels (Slack, Notion, Loom) that make it easy to share ideas, ask questions, and receive feedback.
• Opportunities to lead internal knowledge‑sharing sessions, webinars, or brown‑bag lunches on research best practices.
• A supportive environment where both seasoned researchers and emerging talent can thrive and grow.

Compensation, Perks & Benefits

We offer a competitive compensation package that reflects the expertise you bring to the table. While the exact structure can be negotiated (fixed‑price project fee or hourly rate), you can expect:

• Base pay aligned with market rates for senior qualitative researchers.
• Performance‑based bonuses tied to the quality, timeliness, and impact of your deliverables.
• Flexible working hours and a fully remote setup—work from wherever you are most productive.
• Professional‑development stipend for courses, certifications, or industry conferences.
• Access to brighthush’s internal research library, premium tools, and a collaborative knowledge base.
• Health‑and‑wellness allowance (where applicable) and optional participation in our employee‑wellness program.

Application Process – How to Stand Out

We are looking for candidates who can demonstrate both methodological rigor and a genuine passion for the beauty‑service ecosystem. To be considered, please submit a concise proposal that addresses the following items:

1. Portfolio Samples – Include two to three examples of interview projects you have conducted with small‑business owners or service‑industry professionals. Provide interview guides, anonymized transcripts, and synthesis reports where possible.
2. Recruitment Strategy – Outline your approach for identifying and engaging the target studio owners. Estimate expected response rates, describe outreach channels (email, LinkedIn, industry forums), and explain how you will qualify participants.
3. Handling Ambiguous Responses – Describe the techniques you use to keep conversations productive when participants provide vague or non‑committal answers.
4. Availability – Confirm your availability over the next two weeks, including any scheduling constraints or preferred interview windows.
5. Rate & Total Estimate – Provide your hourly or fixed‑price rate and a total cost estimate for completing the full scope of work (recruitment, interviews, transcription, analysis, and reporting).

We encourage you to tailor your proposal to the specific challenges faced by beauty‑studio owners. Generic submissions will not be considered. After reviewing applications, we will schedule a brief discovery call to discuss fit, expectations, and next steps.

Why Join brighthush?

At brighthush, your research will have a direct, measurable impact on the lives of independent beauty professionals. By uncovering the stories, frustrations, and aspirations of studio owners, you will help shape a product that empowers them to grow, retain talent, and maintain data integrity—all while preserving the creative spirit that makes each studio unique. If you are passionate about qualitative research, love working with dynamic entrepreneurs, and want to be part of a forward‑thinking tech company that values insight as a strategic asset, we want to hear from you.

Ready to Make a Difference?

Take the next step in your research career and become a pivotal voice in brighthush’s mission to revolutionize the beauty‑service industry. Submit your tailored proposal today and let’s co‑create the future of beauty‑tech together.