Senior Customer Experience Design & Technology Consultant – Digital Transformation & Process Innovation Lead for Healthcare UX & Data Analytics, Driving Patient‑Centric Innovation at brighthush

About brighthush

brighthush is at the forefront of a healthcare revolution, merging state‑of‑the‑art digital solutions with a deeply human touch. Our mission is simple yet powerful: put patients, clinicians, and partners at the center of every decision, ensuring that every interaction—whether in a clinic, a hospital, or a virtual visit—delivers clarity, efficiency, and empathy. As a national leader in healthcare innovation, brighthush blends data, technology, and human insight to create seamless experiences that empower people to live healthier, happier lives.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates innovation, collaboration, and continuous learning. Our CEC‑Digital Front Door department is a high‑performing, close‑knit team of 14 professionals who thrive on autonomy, responsibility, and the freedom to shape the future of patient experience. Whether you’re a seasoned consultant or an emerging leader, you’ll find opportunities to influence strategy, drive measurable impact, and grow your career in a supportive environment.

Position Overview

The Senior Customer Experience Design & Technology Consultant is a strategic, cross‑functional role that blends deep technical expertise with customer‑centric design thinking. You will serve as the primary liaison between business stakeholders and technical teams, translating complex customer needs into actionable, scalable solutions that transform how brighthush delivers care. This role requires a blend of independent initiative and collaborative teamwork, with a focus on delivering high‑impact projects that improve both patient satisfaction and operational efficiency.

Key Responsibilities

• Lead End‑to‑End Projects: Own complex, multi‑faceted initiatives from concept through launch, ensuring alignment with strategic goals and stakeholder expectations.
• Customer‑Centric Design: Conduct journey mapping, process analysis, and data flow modeling to identify gaps and opportunities for improvement.
• Stakeholder Engagement: Build and maintain strong relationships with leaders across clinic operations, hospital operations, service line leaders, digital business, IT, data warehouse, and HR.
• Technical Product Advocacy: Evaluate existing technology stacks, identify gaps, and recommend new tools or enhancements that align with business objectives.
• Data‑Driven Decision Making: Collaborate with analytics teams to develop dashboards, scorecards, and metrics that track progress and inform continuous improvement.
• Communication & Presentation: Deliver compelling presentations to leadership at all levels, translating technical concepts into clear, actionable insights.
• Conflict Resolution & Influence: Navigate competing priorities, mediate stakeholder concerns, and influence cross‑functional teams to achieve consensus.
• Continuous Learning: Stay current on industry best practices, emerging technologies, and regulatory changes that impact patient experience and operational workflows.
• Mentorship & Knowledge Sharing: Guide junior consultants and team members, fostering a culture of learning and professional growth.
• Innovation Champion: Identify and pilot emerging technologies—such as AI‑driven chatbots, predictive analytics, and IoT integration—to enhance patient engagement.
• Change Management: Lead adoption strategies, training programs, and communication plans to ensure smooth transition to new processes and tools.
• Risk Assessment: Identify potential risks, develop mitigation plans, and ensure compliance with healthcare regulations and data privacy standards.

Essential Qualifications

• Bachelor’s degree in Business, Technology, Engineering, or a related field.
• 5–7 years of experience in customer experience, operations technology, or a similar domain.
• Proven expertise in designing and implementing CRM systems, data warehouses, email/text automation, or electronic health record (EHR) solutions.
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent written and verbal communication skills, including public speaking to large audiences.
• Experience managing cross‑functional teams and coordinating with multiple stakeholders.
• Demonstrated ability to resolve complex problems, manage conflict, and deliver results on time.
• Comfortable working in a fast‑paced, remote environment (M‑F 8‑5).
• Proficiency in SQL, data modeling, workflow automation, and cloud platforms.
• Demonstrated project management experience using Agile, Scrum, Kanban, or Waterfall methodologies.

Preferred Qualifications

• Certifications in brighthush, Lean, Six Sigma, Scrum, or Agile.
• Experience with content management systems and feature development for CRM applications.
• Background in healthcare operations or patient journey optimization.
• Knowledge of regulatory frameworks such as HIPAA, GDPR, or other data privacy standards.
• Experience with brighthush, brighthush, or similar data visualization tools.
• Familiarity with API integration, microservices architecture, and cloud‑native deployment.
• Experience leading pilot programs for emerging technologies (AI, IoT, predictive analytics).

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Obsessed Design Mindset
• Technical Proficiency: SQL, data modeling, workflow automation, and cloud platforms.
• Project Management: Agile/Scrum, Kanban, or Waterfall methodologies.
• Stakeholder Management & Influence
• Data Analysis & Visualization (brighthush, brighthush, or similar)
• Problem‑Solving & Root Cause Analysis
• Adaptability & Resilience in a dynamic environment
• Strong interpersonal skills and a collaborative spirit
• Change Management & Adoption Planning
• Risk Assessment & Compliance Awareness

Career Growth & Learning Opportunities

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

• Mentorship programs with senior leaders across the organization.
• Paid certifications and training in emerging technologies and process improvement.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Leadership development tracks that prepare you for future executive roles.
• Regular knowledge‑sharing sessions, hackathons, and innovation challenges.
• Opportunities to present at industry conferences and contribute to white papers.
• Access to a global network of thought leaders and innovators.
• Structured career pathways with clear milestones and performance metrics.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a shared commitment to patient excellence. You’ll experience:

• Remote work flexibility with a structured 8‑5 schedule.
• Inclusive, diverse teams that celebrate different perspectives.
• Open communication channels—weekly town halls, real‑time chat, and collaborative project tools.
• Recognition programs that reward innovation, teamwork, and patient impact.
• Community outreach initiatives that allow you to give back while aligning with our mission.
• Access to a vibrant virtual community of thought leaders and innovators.
• Regular wellness activities, including virtual fitness classes and mental health resources.
• Flexible work arrangements to support work‑life balance.

Compensation & Benefits

Competitive hourly rate: $46.84 – $78.06 per hour, commensurate with experience, education, and certifications. In addition to base pay, brighthush offers:

• Health, dental, and vision insurance plans.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• 401(k) with company match.
• Paid time off, sick leave, and parental leave.
• Wellness programs, including virtual fitness classes and mental health resources.
• Employee assistance program (EAP) and financial planning services.
• Generous tuition reimbursement for relevant courses and certifications.
• Annual performance bonuses tied to project outcomes and patient satisfaction metrics.
• Access to a comprehensive benefits portal for easy management of benefits and resources.

How to Apply

If you’re passionate about transforming patient experience through technology and design, we want to hear from you. Submit your resume and a brief cover letter outlining your experience with customer‑centric technology solutions and why you’re excited about the opportunity at brighthush. Please include examples of projects where you led end‑to‑end initiatives, improved patient journeys, or implemented data‑driven solutions.

EEO Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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Ready to shape the future of healthcare? today and join the brighthush team!