Senior Customer Experience (CX) Strategist – Remote, Full‑Time, Data‑Driven Customer Journey Optimization at brighthush

About brighthush

brighthush is a forward‑thinking marketing powerhouse that empowers brands to create unforgettable customer relationships. With a portfolio that spans from boutique startups to Fortune 500 leaders, we blend creative storytelling with cutting‑edge data science to deliver experiences that resonate, convert, and retain. Our culture is built on curiosity, collaboration, and a relentless commitment to excellence. Whether you’re a seasoned CX professional or an ambitious newcomer, brighthush offers a dynamic environment where your ideas can shape the future of customer engagement.

Role Overview

We’re on the hunt for a Senior Customer Experience (CX) Strategist who thrives in a remote, fast‑paced setting and is passionate about turning customer insights into actionable strategies. In this full‑time role, you will partner with cross‑functional teams—marketing, product, sales, and support—to design, implement, and refine customer journeys that delight and retain. Your analytical mindset, coupled with a creative flair, will help us elevate the brand experience for our diverse client base.

Why brighthush?

• Impact at Scale: Work on high‑visibility projects that influence millions of customers worldwide.
• Remote Flexibility: Enjoy the freedom of a fully remote position while staying connected to a vibrant virtual community.
• Continuous Learning: Access to industry conferences, workshops, and a generous learning stipend.
• Diversity & Inclusion: A culture that celebrates different perspectives and promotes belonging.
• Competitive Compensation: Market‑aligned salary, performance bonuses, and comprehensive benefits.

Key Responsibilities

• Design and execute end‑to‑end customer experience strategies that align with client objectives and brand values.
• Conduct qualitative and quantitative market research, including surveys, focus groups, and data mining, to surface actionable insights.
• Develop detailed customer journey maps, personas, and service blueprints that highlight pain points and opportunities.
• Collaborate with product, design, and engineering teams to embed CX considerations into feature development and release cycles.
• Define, track, and report on CX metrics (NPS, CSAT, CES, churn, lifetime value) using advanced analytics tools.
• Lead the creation and maintenance of customer service policies, playbooks, and training modules to ensure consistency across touchpoints.
• Coach and mentor junior team members on CX best practices, data interpretation, and stakeholder communication.
• Act as a brand ambassador, ensuring that every customer interaction reflects the client’s mission and tone.
• Stay abreast of emerging CX trends, technologies, and regulatory changes, and recommend innovations that keep our clients ahead of the curve.
• Partner with the marketing team to craft customer‑centric messaging, campaigns, and loyalty programs that drive engagement.

Essential Qualifications

• Bachelor’s degree in Marketing, Business Administration, Psychology, or a related field.
• Minimum of 5 years of progressive experience in customer experience, CX strategy, or customer service leadership.
• Proven track record of delivering measurable improvements in customer satisfaction and retention.
• Strong analytical skills with proficiency in data visualization tools (Tableau, Power BI) and CRM platforms (Salesforce, HubSpot).
• Excellent written and verbal communication, with the ability to translate complex data into clear, actionable recommendations.
• Experience managing multiple projects simultaneously in a remote, cross‑functional environment.
• Demonstrated ability to influence stakeholders at all levels, from executives to frontline teams.
• Passion for continuous learning and a curiosity about emerging CX technologies (AI chatbots, voice assistants, etc.).

Preferred Qualifications

• Master’s degree in Business, Marketing, or a related discipline.
• Experience in a B2B SaaS or e‑commerce setting.
• Certifications in CX (e.g., CXPA, Certified Customer Experience Professional).
• Knowledge of UX research methodologies and design thinking frameworks.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing granular details.
• Data‑Driven Decision Making: Comfortable turning numbers into narratives.
• Stakeholder Management: Skilled at building consensus across diverse teams.
• Project Management: Proficient with Agile methodologies and project tracking tools.
• Customer Empathy: Deep understanding of customer emotions, motivations, and pain points.
• Adaptability: Thrives in a fast‑changing, remote work environment.
• Leadership: Inspires and mentors others to achieve CX excellence.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry itself. We offer:

• Structured mentorship programs pairing you with senior CX leaders.
• Annual CX conference sponsorships and access to industry thought leaders.
• Internal mobility across marketing, product, and analytics teams.
• Leadership development workshops focused on strategic influence and change management.
• Opportunities to lead high‑impact client engagements and present findings to C‑suite executives.

Work Environment & Culture

Our remote-first culture is designed to foster collaboration, creativity, and well‑being:

• Weekly virtual coffee chats and monthly all‑hands meetings.
• Flexible work hours that respect personal time zones and life commitments.
• Fully equipped home office stipend and ergonomic support.
• Inclusive hiring practices and a zero‑tolerance policy for bias.
• Community service initiatives and volunteer days that give back to local communities.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers:

• Competitive base salary aligned with industry benchmarks.
• Performance‑based bonuses and equity options.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching and financial wellness resources.
• Unlimited paid time off and a generous parental leave policy.
• Wellness stipend covering gym memberships, meditation apps, and mental health support.
• Annual learning stipend for courses, certifications, and conferences.

How to Apply

Ready to shape the future of customer experience with brighthush? Submit your resume, a cover letter detailing a CX initiative you’re proud of, and any relevant portfolio or case studies. We’re excited to hear how you’ll bring fresh perspectives and measurable impact to our team.

Join brighthush Today

At brighthush, we believe that exceptional customer experiences are the cornerstone of lasting brand success. If you’re a strategic thinker, data enthusiast, and customer advocate ready to make a difference from anywhere in the world, we want to hear from you. Apply now and become part of a team that turns customer insights into unforgettable journeys.