Senior Customer Experience Design Specialist – Digital CX Strategy, Innovation & Transformation Lead at brighthush

About brighthush

At brighthush, we believe that every interaction with a brand should feel effortless, engaging, and memorable. As a global leader in consumer technology and lifestyle solutions, brighthush is dedicated to redefining how people experience products and services in an increasingly digital world. Our mission is to fuse cutting‑edge technology with human‑centric design, creating seamless journeys that delight customers and empower employees. If you are passionate about turning data into insight, insight into experience, and experience into loyalty, brighthush is the place where your expertise can shape the future of customer engagement.

Why Join brighthush?

• Work at the intersection of design, analytics, and strategy in a fast‑moving, innovation‑driven environment.
• Collaborate with cross‑functional teams that include product managers, data scientists, UX researchers, and senior executives.
• Lead high‑impact projects that influence brand perception, customer satisfaction, and revenue growth.
• Benefit from a culture that champions continuous learning, experimentation, and a growth mindset.
• Enjoy a comprehensive benefits package, flexible work arrangements, and opportunities for global travel.

Key Responsibilities

As a Senior Customer Experience Design Specialist, you will be the catalyst for transforming how brighthush engages with its customers. Your role will span strategy, design, research, and execution, ensuring that every touchpoint delivers value and delight.

• Develop and implement the brighthush Customer Experience Management Method across product lines, brand initiatives, and portfolio‑wide strategies.
• Map the entire customer performance landscape from Moments of Truth to post‑purchase support, identifying opportunities for enhancement.
• Translate customer insights into actionable design requirements and functional specifications that align with business goals.
• Lead the creation of dynamic dashboards and reporting frameworks that track key performance indicators (KPIs) for both customer and employee experience.
• Collaborate with internal stakeholders—marketing, sales, operations, and engineering—to embed CX principles into every project lifecycle.
• Champion continuous improvement initiatives, driving adoption of best practices and fostering a culture of experimentation.
• Conduct regular usability tests, ethnographic studies, and data‑driven research to validate design decisions and uncover emerging trends.
• Serve as the customer advocate in executive meetings, ensuring that new business initiatives reflect real user needs and expectations.
• Manage the end‑to‑end delivery of CX projects, from concept through launch, including post‑implementation follow‑ups to confirm sustained benefits.
• Build and maintain strong relationships with external partners, consultants, and research firms to bring fresh perspectives and expertise into brighthush’s CX ecosystem.
• Ensure compliance with statutory regulations, internal policies, and industry standards across all CX activities.

Essential Qualifications

• Degree in Industrial Engineering, Process Engineering, Statistics, or a related quantitative discipline.
• 3–5 years of proven experience in Customer Experience Design, preferably within a digital or technology‑centric organization.
• Demonstrated ability to design complex, end‑to‑end solutions for digital environments, including web, mobile, and IoT platforms.
• Strong communication skills with a track record of articulating concepts, rationale, and design decisions to diverse audiences.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with design tools such as Figma, Sketch, or Adobe XD.
• Experience with data analysis tools (SQL, Python, R) and visualization platforms (Tableau, Power BI) is highly desirable.

Preferred Qualifications

• Advanced degree (MSc or PhD) in Human‑Computer Interaction, Design Thinking, or a related field.
• Hands‑on experience with the Steve Towers Customer Experience Management Method or similar CX frameworks.
• Background in developing and managing CX transformation roadmaps and organizational change initiatives.
• Knowledge of agile methodologies and experience working in cross‑functional, rapid‑iteration teams.
• Fluency in multiple languages, with a preference for English and a second language relevant to brighthush’s global markets.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing granular details.
• Customer‑Centric Mindset: Deep empathy for users and a passion for turning insights into delight.
• Analytical Rigor: Proficiency in quantitative and qualitative research methods.
• Design Leadership: Experience guiding design teams and influencing stakeholders.
• Project Management: Proven track record of delivering complex projects on time and within budget.
• Communication & Storytelling: Skilled at presenting data, concepts, and recommendations in a compelling way.
• Collaboration: Comfortable working across departments and with external partners.
• Adaptability: Thrives in a fast‑changing, innovative environment.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Mentorship programs with senior leaders in CX, product, and design.
• Internal training workshops covering the latest UX research techniques, data analytics, and CX strategy frameworks.
• Opportunities to lead cross‑functional initiatives, positioning you for future roles such as CX Director or Head of Design.
• Conferences, webinars, and industry events to stay ahead of emerging trends.
• Support for pursuing certifications (e.g., Certified Customer Experience Professional, UX Design, Agile).

Work Environment & Culture at brighthush

brighthush is built on a foundation of collaboration, curiosity, and a relentless focus on customer delight. Our culture encourages:

• Open dialogue and transparent decision‑making.
• Experimentation and calculated risk‑taking.
• Work‑life balance, with flexible hours and remote work options.
• Diversity and inclusion, ensuring every voice is heard and valued.
• Community engagement, including volunteer programs and sustainability initiatives.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards.
• Performance‑based bonuses and equity options.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off, parental leave, and wellness programs.
• Professional development budget and tuition reimbursement.
• Employee discounts on brighthush products and partner services.

How to Apply

Ready to shape the future of customer experience at brighthush? Submit your resume, portfolio (if applicable), and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to discovering how your expertise can elevate our brand and delight our customers.