Senior Customer Experience Business Analyst – Leading Data‑Driven Process Optimization, Predictive Analytics, and CX Excellence Initiatives at brighthush

About brighthush

brighthush is not just a technology vendor; we are a global catalyst for customer experience transformation. With a presence that spans North America, Europe, Asia, and the Middle East, we partner with Fortune 500 enterprises, high‑growth startups, and everything in between to turn every customer touchpoint into a friction‑free, memorable journey. Our portfolio blends AI‑powered chatbots, robotic process automation, and predictive analytics with human‑centric design, creating omnichannel ecosystems that scale from a single channel to a full digital experience stack.

Innovation at brighthush is fueled by curiosity, collaboration, and a relentless focus on continuous improvement. We invest in state‑of‑the‑art tools and a world‑class talent pool of analysts, engineers, designers, and strategists who thrive on solving complex problems. Whether you are a seasoned analyst or an emerging talent, brighthush offers a dynamic environment where your insights shape strategy, your ideas drive change, and your career trajectory is limited only by your ambition.

Why Join brighthush?

• Impactful Work – Your analyses will directly influence how millions of customers interact with our clients, shaping product roadmaps, operational efficiencies, and revenue growth.
• Growth & Development – We invest heavily in professional development, offering mentorship, certifications, and a clear path to leadership roles.
• Inclusive Culture – Diversity, equity, and inclusion are not buzzwords at brighthush; they’re the foundation of every decision we make.
• Flexibility – Work remotely from anywhere in the United States, with a flexible schedule that respects your work‑life balance.
• Competitive Compensation – A comprehensive package that rewards performance, experience, and expertise.
• Global Impact – Your work will touch customers across continents, giving you a unique perspective on global CX trends.
• Cutting‑Edge Technology – Access to the latest analytics platforms, AI tools, and RPA solutions that keep you at the forefront of the industry.
• Community & Collaboration – Join a vibrant community of like‑minded professionals who share knowledge through virtual hackathons, interest groups, and cross‑functional labs.

Key Responsibilities

As a Senior Customer Experience Business Analyst, you will be the linchpin between data, strategy, and execution. Your day‑to‑day activities will include:

• Conducting in‑depth analysis of customer‑care performance metrics (CSAT, NPS, first‑contact resolution, average handle time) to uncover trends, root causes, and improvement opportunities.
• Collaborating with cross‑functional stakeholders—Product, Engineering, Sales, and Customer Success—to gather requirements, translate business needs into analytical models, and define success criteria.
• Designing, documenting, and maintaining comprehensive process maps and data flow diagrams that capture end‑to‑end customer‑care journeys.
• Developing and automating interactive dashboards in the brighthush Analytics Suite that provide real‑time visibility into key performance indicators for senior leadership.
• Leading the creation of data‑driven recommendations that inform operational changes, technology investments, and strategic initiatives.
• Facilitating workshops and training sessions to ensure stakeholders understand analytical insights and can act on them.
• Staying abreast of industry best practices, emerging technologies (RPA, AI‑powered chatbots), and regulatory changes that impact customer‑care operations.
• Mentoring junior analysts, fostering a culture of curiosity, rigor, and continuous learning.
• Co‑creating and refining the customer‑experience framework (CXM) used across the organization to align metrics, goals, and initiatives.
• Partnering with the Data Engineering team to ensure data quality, lineage, and governance standards are upheld across all customer‑care data sources.
• Championing a data‑first mindset across the organization, translating complex findings into clear, actionable narratives that resonate with both technical and non‑technical audiences.
• Leading cross‑functional “innovation labs” that experiment with new tools, processes, and customer‑experience frameworks.

Additional Impact Areas

• Driving the adoption of advanced analytics techniques—predictive modeling, clustering, and sentiment analysis—to anticipate customer needs and pre‑empt service disruptions.
• Partnering with the Data Engineering team to ensure data quality, lineage, and governance standards are upheld across all customer‑care data sources.
• Championing a data‑first mindset across the organization, translating complex findings into clear, actionable narratives that resonate with both technical and non‑technical audiences.
• Leading cross‑functional “innovation labs” that experiment with new tools, processes, and customer‑experience frameworks.

Essential Qualifications

• Bachelor’s degree in Business Administration, Operations Management, Data Analytics, or a related field (or equivalent professional experience).
• Minimum of 5 years of business analysis experience, with a strong preference for roles within contact centers, customer care, or related service‑delivery environments.
• Proven track record of translating complex data sets into actionable insights that drive measurable business outcomes.
• Advanced proficiency in Microsoft Excel (pivot tables, advanced formulas, VBA) and the brighthush Analytics Suite (data modeling, DAX, visual storytelling).
• Experience with process documentation tools such as Visio, Lucidchart, or similar.
• Strong understanding of CRM platforms (brighthush preferred) and familiarity with Robotic Process Automation (RPA) tools.
• Excellent written and verbal communication skills, with the ability to present findings to both technical and non‑technical audiences.
• Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet tight deadlines.
• Proficiency in data visualization tools such as Power BI, Tableau, or Looker.
• Experience with statistical analysis and hypothesis testing to validate insights.

Preferred Qualifications

• Master’s degree in Business Analytics, Data Science, or a related discipline.
• Experience with SQL, Python, or R for data manipulation and statistical analysis.
• Certifications such as CBAP (Certified Business Analysis Professional), PMI‑PBA, or brighthush Certified: Data Analyst Associate.
• Prior experience leading cross‑functional initiatives that span product, engineering, and operations.
• Knowledge of customer‑experience frameworks (CXM, Voice of the Customer) and service‑design principles.
• Exposure to agile methodologies and experience working in a Scrum or Kanban environment.
• Experience with data governance frameworks and data quality frameworks.
• Familiarity with cloud data platforms such as Azure, AWS, or Google Cloud.

Core Skills & Competencies

• Analytical Thinking – Ability to dissect complex problems, identify patterns, and propose data‑driven solutions.
• Business Acumen – Deep understanding of how customer‑care metrics influence revenue, retention, and brand perception.
• Stakeholder Management – Skilled at building relationships, negotiating priorities, and aligning diverse teams.
• Technical Proficiency – Advanced Excel, brighthush Analytics Suite, brighthush CRM, RPA, and process‑mapping tools.
• Communication – Clear, concise, and persuasive in both written reports and oral presentations.
• Adaptability – Comfortable navigating ambiguity, shifting priorities, and rapidly evolving technologies.
• Leadership – Mentoring junior analysts, driving initiatives, and fostering a culture of continuous improvement.
• Project Management – Ability to plan, execute, and deliver projects on time and within scope.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve as quickly as the market does. As a Senior Customer Experience Business Analyst, you will:

• Progress to a Lead Analyst or Business Operations Manager role, overseeing larger teams and more complex projects.
• Transition into Product Management or Data Science, leveraging your analytical foundation to shape product strategy.
• Take advantage of our internal learning platform, which offers courses in advanced analytics, AI, and leadership.
• Earn certifications through our tuition‑reimbursement program, covering everything from the brighthush Analytics Suite to Six Sigma.
• Participate in cross‑functional “innovation labs” where you can pilot new technologies and processes.
• Attend industry conferences and workshops, with travel and registration covered by brighthush.
• Receive regular performance reviews that include personalized development plans and mentorship opportunities.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and empowerment. Our remote‑first model means you’ll have the freedom to work from anywhere in the United States, while still enjoying:

• Weekly virtual town halls with executive leadership.
• Monthly hackathons and innovation challenges.
• Quarterly team retreats (virtual or in‑person) that celebrate achievements and strengthen bonds.
• Access to a digital wellness program, including mental‑health resources and virtual fitness classes.
• A vibrant internal community that hosts interest groups—book clubs, coding circles, and volunteer initiatives.
• Open‑door communication channels that encourage feedback and idea sharing.
• Flexible work hours that support diverse lifestyles and time zones.
• Recognition programs that celebrate both individual and team contributions.

Compensation & Benefits

• Salary Range – USD 89,800 – 134,700 per year, commensurate with experience and performance.
• Bonus & Incentives – Performance‑based bonuses tied to key metrics and company goals.
• Retirement Plan – 401(k) with company match.
• Health & Wellness – Comprehensive medical, dental, and vision plans, including telehealth services.
• Paid Time Off – Generous PTO, sick leave, and parental leave policies.
• Professional Development – Tuition reimbursement, conference travel, and certification support.
• Technology Stipend – Home‑office equipment allowance and high‑speed internet reimbursement.
• Employee Assistance Program – 24/7 counseling and financial planning services.
• Wellness Incentives – Gym membership discounts, mindfulness apps, and wellness challenges.
• Equity & Stock Options – Eligibility for company equity participation after a defined vesting period.

How to Apply

Ready to make a tangible impact on customer experience worldwide? Submit your resume and a cover letter that highlights your most significant analytical achievements. Tell us how you’ve turned data into action and why you’re excited to join brighthush.

Click the link below to apply now and start your journey with a company that values insight, innovation, and integrity.

Apply to brighthush Today

Join brighthush – Where Data Meets Delight

At brighthush, we don’t just analyze numbers; we craft experiences. If you’re passionate about turning data into strategy, improving processes, and elevating customer satisfaction, we want to hear from you. Your expertise will help shape the future of customer care, and your growth will be supported every step of the way.

Apply today and become part of a team that’s redefining what it means to serve customers with brilliance and empathy.