Senior Customer Experience Analyst – Global CX Insights & Survey Research Lead – Driving Client Success & Data‑Driven Storytelling at brighthush

About brighthush

brighthush is a pioneering, data‑centric powerhouse that transforms raw numbers into compelling narratives. With a global footprint spanning continents and industries—from consumer technology to financial services—we empower brands to decode their audiences, refine strategies, and deliver unforgettable experiences. Our culture is built on curiosity, collaboration, and an unrelenting pursuit of excellence. Every team member is encouraged to challenge the status quo, experiment with emerging technologies, and grow both personally and professionally.

Why brighthush is the Place to Accelerate Your Career

At brighthush, we believe that the best products and services are born from a deep understanding of the people who use them. Our data science and research teams work hand‑in‑hand with product, marketing, and customer success leaders to translate raw numbers into stories that shape strategy and drive measurable impact. If you are passionate about uncovering hidden patterns, telling compelling stories, and making a tangible difference for clients worldwide, brighthush offers the environment, resources, and culture to help you thrive.

Role Overview

As a Senior Customer Experience Analyst, you will be the linchpin between raw data and strategic decision‑making. You will design, execute, and interpret complex survey programs, uncover hidden patterns in customer feedback, and translate those findings into clear, compelling narratives that guide product, marketing, and service initiatives. Your analytical rigor, combined with a passion for storytelling, will help brighthush’s clients—and our own internal teams—create experiences that resonate and delight.

Key Responsibilities

• Design & Deploy Survey Programs: Lead the end‑to‑end lifecycle of customer satisfaction, net promoter score, and product usage surveys using brighthush's proprietary survey platform and other industry‑leading tools. Craft survey logic, sampling strategies, and distribution plans that maximize response quality and representativeness.
• Data Analysis & Insight Generation: Apply statistical techniques, text analytics, and AI‑assisted tools to extract meaningful insights from structured and unstructured data. Build predictive models, segmentation frameworks, and trend analyses that inform business decisions.
• Reporting & Visualization: Build dynamic dashboards and executive‑level reports using brighthush's analytics suite that translate complex data into actionable stories. Ensure visualizations are intuitive, data‑driven, and aligned with stakeholder objectives.
• Stakeholder Collaboration: Partner with product managers, marketers, and customer success teams to align research objectives with business goals. Translate technical findings into strategic recommendations that drive product enhancements, marketing campaigns, and service improvements.
• Process Optimization: Continuously refine survey methodologies, sampling strategies, and data pipelines to improve accuracy, efficiency, and scalability. Champion best practices in data quality, privacy compliance, and research ethics.
• Mentorship & Knowledge Sharing: Coach junior analysts, share best practices, and contribute to the development of internal analytics playbooks. Lead workshops and training sessions that elevate the analytical capabilities of the broader team.
• Thought Leadership: Stay abreast of emerging trends in CX research, data science, and AI. Recommend innovative approaches to enhance our research capabilities and maintain brighthush’s position at the cutting edge.
• Quality Assurance: Ensure data integrity, compliance with privacy regulations, and adherence to brighthush’s high standards for research quality. Conduct rigorous audits and validation checks on all research outputs.

Essential Qualifications

• Minimum of 5 years of experience in customer experience, insights, survey research, or market research.
• Advanced proficiency in brighthush's internal data tools and presentation software for data‑driven storytelling.
• Intermediate to advanced experience with brighthush's proprietary survey platform or a comparable tool.
• Strong statistical background: hypothesis testing, regression analysis, segmentation, and predictive modeling.
• Experience with text analytics, sentiment analysis, and AI‑assisted data interpretation.
• Excellent written and verbal communication skills, with the ability to present complex findings to non‑technical audiences.
• Self‑motivated, detail‑oriented, and capable of managing multiple projects simultaneously.

Preferred Qualifications

• Bachelor’s or Master’s degree in Business, Marketing, Statistics, Data Science, or a related quantitative field.
• Experience leading cross‑functional research initiatives in a fast‑paced, global environment.
• Familiarity with machine learning frameworks (e.g., scikit‑learn, TensorFlow) and data visualization libraries (e.g., Tableau, Power BI).
• Knowledge of GDPR, CCPA, and other data privacy regulations.
• Published research or conference presentations in the field of customer experience or data science.

Skills & Competencies

• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
• Storytelling: Translate analytical findings into clear, persuasive narratives that resonate with diverse stakeholders.
• Technical Proficiency: Advanced SQL, Python/R, and data visualization tools.
• Project Management: Prioritize tasks, meet deadlines, and coordinate with multiple teams.
• Collaboration: Work effectively across departments and cultures in a global organization.
• Continuous Learning: Stay curious, seek new knowledge, and apply emerging techniques to improve research quality.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As a Senior Customer Experience Analyst, you will have access to:

• Mentorship from senior leaders in data science, product, and customer success.
• Regular training sessions on the latest analytical tools, AI techniques, and industry best practices.
• Opportunities to lead high‑impact projects that shape the future of our research capabilities.
• Clear career pathways to roles such as Lead Analyst, Director of Insights, or Head of Customer Experience.
• Support for pursuing advanced certifications (e.g., SAS, Tableau, Google Data Analytics).

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and innovative workplace. We value:

• Transparency: Open communication channels and regular feedback loops.
• Flexibility: Remote‑first policy with flexible hours to support work‑life balance.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve.
• Community Impact: Initiatives that give back to local and global communities.
• Continuous Improvement: A culture that encourages experimentation, learning from failure, and celebrating successes.

Compensation & Benefits

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

• Base salary commensurate with market rates and your experience.
• Performance‑based bonuses tied to project impact and client satisfaction.
• Equity or stock‑option plans to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Wellness programs, including mental health resources and fitness stipends.
• Professional development budget for courses, conferences, and certifications.

How to Apply

If you are ready to bring your analytical expertise, storytelling flair, and passion for customer experience to a global, data‑driven organization, we would love to hear from you. Please submit your resume, a cover letter detailing your most impactful research project, and any relevant portfolio or case studies.

Ready to make a difference?