Senior Customer Experience Champion – London – AI‑Powered FinTech CX Lead Driving Global Payments, Automation, and Customer Success Excellence at brighthush

About brighthush

brighthush is more than a fintech platform – it is the engine that powers the next generation of financial operations. By embedding intelligent automation into every transaction, we free finance teams from repetitive, manual tasks, enabling them to focus on strategy, growth, and creative problem‑solving. Our solution currently processes over £200 billion in annualised spend for more than 70,000 organisations worldwide, delivering measurable savings and revenue acceleration that far outpace traditional finance solutions.

We are a community of builders, problem‑solvers, and relentless optimisers. Every team member owns the end‑to‑end customer journey, makes consequential decisions, and shapes the future of finance. We value high agency, rapid execution, and a customer‑first mindset over formal credentials. If you are passionate about creating systems that directly influence how businesses move and manage billions of dollars, brighthush is the place to bring your ideas to life.

Why Join brighthush as a Senior Customer Experience Champion?

At brighthush, you will be part of a high‑velocity fintech that is scaling globally. You will own the end‑to‑end customer journey across payments, cards, travel, and accounting integrations, collaborating with Engineering, Product, Risk, and Partnerships from day one. You will shape and ship AI‑powered tools that transform CX operations, all while enjoying a culture that rewards ownership, creativity, and continuous learning. Competitive pay, comprehensive perks, and a flexible, inclusive work environment complete the package.

In addition, you will:

• Work in a fast‑moving, data‑driven environment where your ideas can be tested and implemented in real time.
• Be part of a cross‑functional team that values transparency, experimentation, and rapid iteration.
• Have the opportunity to influence product strategy and roadmap decisions through direct customer feedback.
• Benefit from a generous professional development budget, mentorship programmes, and a culture that encourages continuous learning.

Role Overview

As a Senior Customer Experience Champion, you will be the frontline advocate for our customers, ensuring that every interaction is seamless, insightful, and solution‑oriented. Your day will involve a blend of hands‑on support, strategic thinking, and cross‑team collaboration. You will act as the bridge between our customers and the engineering, product, and risk teams, turning feedback into tangible improvements.

Key Responsibilities

• Customer Engagement: Handle live calls, email, and chat inquiries, diagnosing issues across a broad product surface that includes payments, card programs, travel bookings, and accounting syncs.
• Issue Ownership: Take full accountability for each ticket, from triage to resolution, ensuring no customer is left waiting.
• Cross‑Functional Escalation: Route complex problems to the appropriate teams (Risk, Engineering, Product, Partnerships), follow up, and coordinate solutions.
• Process Improvement: Identify gaps in SOPs, knowledge base, and tooling; propose and implement enhancements that reduce friction for both customers and teammates.
• AI Tool Development: Build and refine AI‑powered research tools that accelerate problem resolution and knowledge sharing.
• Data‑Driven Insight: Analyse ticket trends, customer sentiment, and performance metrics to inform product and process decisions.
• Team Collaboration: Participate in daily stand‑ups, sprint reviews, and cross‑team workshops to align on priorities and share learnings.
• Mentorship & Knowledge Sharing: Coach junior team members, contribute to internal training materials, and champion best practices across the CX organisation.
• Strategic Input: Provide feedback on product roadmaps, feature releases, and customer‑centric initiatives, ensuring that the voice of the customer is always represented.

Additional Impact Areas

• Lead the creation of a Customer Success Playbook that standardises best practices across all support channels.
• Collaborate with the Product Analytics team to build dashboards that surface real‑time insights into customer health.
• Champion the adoption of AI‑driven sentiment analysis to proactively identify and resolve emerging pain points.
• Drive the rollout of a Self‑Service Knowledge Hub that empowers customers to find answers quickly and reduces ticket volume.

Essential Qualifications

• Proven experience in a high‑volume customer support role, preferably in fintech, payments, or SaaS.
• Strong systems thinking: ability to understand and explain how APIs, bank integrations, and accounting software interconnect.
• Hands‑on proficiency with AI tools and a track record of applying them to real work.
• Excellent verbal and written communication skills; able to explain complex technical concepts to non‑technical stakeholders.
• High urgency, self‑direction, and a passion for continuous improvement.
• Comfort with ambiguity and the ability to make sound judgment calls in fast‑moving environments.

Preferred Qualifications

• Experience working with global payment networks and cross‑border transaction flows.
• Background in data analysis, with proficiency in SQL, Python, or similar tools for extracting insights from customer support data.
• Knowledge of regulatory frameworks affecting payments and finance.
• Experience building or contributing to knowledge bases, community forums, or internal documentation portals.
• Previous exposure to AI/ML product development, especially in customer support or chatbot contexts.

Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for users, with a relentless drive to solve their problems.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and propose data‑driven solutions.
• Technical Fluency: Comfortable navigating APIs, SDKs, and integration points; can troubleshoot technical errors with confidence.
• Communication: Clear, concise, and persuasive in both written and verbal formats across all levels of the organisation.
• Collaboration: Works seamlessly with cross‑functional teams, fostering a culture of shared ownership.
• Adaptability: Thrives in a fast‑changing environment, embraces ambiguity, and quickly pivots when priorities shift.
• Leadership: Mentors junior colleagues, leads initiatives, and champions best practices.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve as rapidly as the fintech landscape. As a Senior Customer Experience Champion, you will:

• Progress to a Lead or Managerial role within the CX organisation, overseeing a team of support specialists.
• Transition into product management, data science, or engineering roles, leveraging your deep customer insights.
• Participate in our internal “Innovation Lab,” where you can propose and prototype new AI‑driven features.
• Attend industry conferences, workshops, and webinars at no cost, keeping you at the forefront of fintech trends.
• Receive a dedicated learning budget for courses, certifications, and books that align with your career aspirations.

Work Environment & Culture

brighthush fosters a culture that blends high performance with genuine care for its people:

• Remote‑First Flexibility: Work from anywhere in the UK, with optional on‑site days in our London hub.
• Inclusive Community: Diverse teams, open‑door leadership, and regular town‑hall meetings keep everyone connected.
• Continuous Feedback: Regular 1:1s, quarterly reviews, and peer‑to‑peer feedback loops ensure growth is visible and actionable.
• Well‑Being Focus: Comprehensive health plans, mental‑health resources, and a generous paid‑time‑off policy support your overall well‑being.
• Fun & Social: Monthly virtual game nights, quarterly retreats, and a vibrant internal Slack community keep the energy high.

Compensation, Perks & Benefits

While the exact figures are tailored to experience and market conditions, you can expect:

• Competitive base salary that reflects the high‑impact nature of the role.
• Performance‑based bonuses tied to customer satisfaction metrics and product adoption.
• Equity options that allow you to share in the long‑term success of brighthush.
• Full medical, dental, and vision coverage for you and your dependents.
• Flexible working hours, unlimited vacation policy, and a generous parental leave package.
• Company‑sponsored gym memberships, wellness stipends, and a home‑office allowance.
• Access to a curated library of books, courses, and industry subscriptions.

How to Apply

Ready to shape the future of finance and deliver world‑class customer experiences? Click the link below to submit your application and join the brighthush team.

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Join the brighthush Team Today!

At brighthush, we’re building more than a product; we’re building a movement that redefines how businesses manage money. If you thrive on solving complex problems, love working with cutting‑edge AI, and want to make a tangible impact on millions of customers worldwide, we want to hear from you. Bring your expertise, your curiosity, and your passion for customer success to brighthush, and together we’ll create the next generation of financial technology.