Senior Customer Discovery Interviewer – In‑Depth Beauty Studio Owner & Service Business Insights Researcher – Shape the Future of Beauty Tech at brighthush

Welcome to brighthush – Where Beauty Meets Innovation

At brighthush, we’re not just building a platform; we’re crafting a movement that empowers independent beauty studios to thrive in a digital-first world. Our mission is to give lash artists, estheticians, blonding specialists, and a wide array of creative service providers the tools they need to streamline bookings, track performance, and export client data effortlessly—even when they’re on legacy platforms that lack robust APIs. With studios ranging from 3 to 8 talented providers, we help them compete, grow, and unlock new revenue streams while preserving the artistry that defines their brand.

We’re on the brink of launching a groundbreaking product that will transform how studios retain top talent and maintain data integrity. To ensure this solution truly resonates with studio owners, we’re looking for a meticulous, empathetic researcher who can conduct discovery interviews that uncover hidden insights and drive product strategy.

Why This Role Matters

As a Senior Customer Discovery Interviewer, you will be the bridge between studio owners and our product team. Your findings will shape feature development, user experience, and market positioning. You’ll work closely with product managers, designers, and data scientists to translate real‑world challenges into actionable product enhancements.

Key Responsibilities

• Participant Recruitment & Qualification – Identify, vet, and secure 10–15 studio owners or managing partners who meet our criteria (3–8 providers, average ticket $100+, recent staff turnover or data export challenges). Craft outreach scripts, manage a pipeline, and maintain a detailed qualification log.
• Scheduling & Logistics – Coordinate interview times across time zones, send calendar invites, and manage reminders to ensure 100% attendance. Use scheduling tools to minimize no‑shows and keep the research timeline on track.
• Interview Execution – Conduct 30–40 minute video interviews using a pre‑written guide, while maintaining a neutral, research‑focused tone. Adapt to each participant’s communication style and keep the conversation engaging yet focused.
• Recording & Transcription – Capture high‑quality audio/video, obtain explicit consent, and produce accurate transcripts (using automated tools or manual editing). Verify transcription accuracy and flag any ambiguous segments for follow‑up.
• Data Management – Store recordings and transcripts securely, anonymize sensitive details, and keep a master participant list with qualification notes. Ensure compliance with privacy standards and internal data governance policies.
• Reporting & Synthesis – Deliver one‑page summaries per interview and a 3–5 page cross‑interview synthesis organized by themes, including direct quotes and any quantitative data mentioned. Highlight actionable insights and recommend next steps for the product team.
• Quality Assurance – Review all deliverables for completeness, accuracy, and adherence to confidentiality protocols. Conduct peer reviews and iterate on interview guides based on feedback.

Essential Qualifications

• 3+ years of experience conducting qualitative research with small‑business owners or service‑industry operators.
• Proven track record of recruiting and interviewing participants in a non‑sales context.
• Strong written and verbal communication skills, with the ability to distill complex conversations into clear, actionable insights.
• Familiarity with transcription tools (e.g., Otter.ai, Rev.com) and data organization platforms (e.g., Notion, Airtable).
• High level of professionalism and discretion; experience handling confidential data in compliance with privacy standards.
• Self‑motivated, detail‑oriented, and able to manage multiple interviews simultaneously.

Preferred Qualifications

• Experience working in the beauty or wellness industry, or with any creative service business.
• Background in user experience research, product design, or market analysis.
• Knowledge of booking platforms (e.g., Calendly, Acuity) and common pain points related to data export.
• Proficiency in video conferencing tools (Zoom, Google Meet) and screen‑sharing for demonstration purposes.
• Ability to provide a portfolio of past research projects, including interview guides and synthesis reports.

Core Skills & Competencies

• Research Design – Crafting interview guides, probing techniques, and follow‑up questions that elicit deep, actionable insights.
• Active Listening – Capturing nuance, detecting underlying motivations, and clarifying ambiguities without leading the conversation.
• Data Analysis – Identifying themes, patterns, and actionable insights across multiple interviews; translating qualitative data into strategic recommendations.
• Project Management – Tracking deadlines, deliverables, and stakeholder expectations; coordinating cross‑functional teams.
• Technical Proficiency – Comfortable with recording software, transcription services, and secure file sharing.
• Ethical Judgment – Maintaining participant anonymity, avoiding leading questions, and ensuring informed consent.

Career Growth & Learning Opportunities

At brighthush, you’ll be part of a cross‑functional team that includes product managers, designers, and data scientists. This role offers:

• Hands‑on experience with a rapidly evolving product roadmap.
• Exposure to the beauty industry’s unique challenges and opportunities.
• Mentorship from senior researchers and product leaders.
• Potential transition into a full‑time research or product role within brighthush.
• Access to industry conferences, workshops, and continuous learning resources.

Work Environment & Company Culture

brighthush values flexibility, creativity, and a collaborative spirit. Our team operates remotely, with weekly check‑ins and an open communication culture. We celebrate diversity, encourage experimentation, and reward results. Whether you’re a seasoned researcher or a budding professional, you’ll find a supportive environment that nurtures growth.

Compensation, Perks & Benefits

We offer a competitive fixed price or hourly rate for the full scope of work, with a clear timeline of delivery. In addition to base compensation, you’ll receive:

• Performance bonuses tied to quality and timeliness.
• Access to brighthush’s internal knowledge base and research tools.
• Flexible working hours and remote work setup.
• Professional development budget for courses, certifications, or conferences.
• Health and wellness stipend (if applicable).

Application Process

To be considered, please submit a brief proposal that addresses the following points:

1. Portfolio Samples – Provide two or three examples of interview projects you’ve conducted with small‑business owners or service businesses. Include interview guides or summaries (redacted if necessary).
2. Recruitment Strategy – Outline how you would identify and approach potential participants for this study. Estimate your expected response rate and explain your outreach tactics.
3. Handling Vague Responses – Describe your approach to participants who give non‑committal or ambiguous answers. How do you keep the conversation productive?
4. Availability – Confirm your availability over the next two weeks and any scheduling constraints.
5. Rate & Estimate – Provide your hourly or fixed‑price rate and a total estimate for the full scope of work.

We encourage you to tailor your responses to the specific challenges of beauty studio owners. Generic proposals will not be considered. Once we review your application, we’ll schedule a brief call to discuss the role in more detail.

Why Join brighthush?

By partnering with brighthush, you’ll play a pivotal role in shaping a product that empowers thousands of beauty professionals to grow their businesses. Your insights will directly influence feature development, user experience, and market positioning. If you’re passionate about research, dedicated to small‑business success, and eager to make a tangible impact, we’d love to hear from you.

Ready to help us uncover the stories behind the beauty studios that light up our community? Submit your application today and become a key contributor to brighthush’s next chapter.