Senior Customer Experience Enablement Lead – Training & Digital Adoption Strategist for Innovative, Data‑Driven Travel Technology Platforms at brighthush – Championing Global User Adoption, Engagement, and Success
About brighthush
brighthush is more than a travel technology provider; it is the catalyst that transforms the way airlines, hotels, and travel agencies interact with their customers. By marrying Travel‑as‑a‑Service (TaaS) with a data‑centric, customer‑first philosophy, we empower our partners to deliver seamless, personalized journeys at scale. Our platform powers real‑time inventory management, predictive analytics, and dynamic pricing, enabling partners to anticipate customer needs before they even arise.
With a global footprint that spans continents and a culture that thrives on innovation, collaboration, and continuous learning, brighthush is the place where technology meets the human touch. We believe that the best technology is only as good as the people who use it, which is why we invest heavily in learning, enablement, and customer success. If you are passionate about creating learning experiences that empower users to unlock the full potential of complex systems, brighthush offers the platform, the people, and the purpose to make a lasting impact.
Why This Role Matters
As the Senior Customer Experience Enablement Lead, you will be the catalyst that transforms complex travel technology into intuitive, high‑impact learning experiences. Your work will directly influence customer satisfaction, adoption rates, and ultimately, the success of brighthush’s ecosystem. In a world where digital adoption is the key to competitive advantage, your role will shape how our clients navigate the ever‑evolving travel landscape.
By creating engaging learning journeys, you will help reduce support tickets, accelerate time‑to‑value, and build a community of confident, self‑sufficient users who become ambassadors for brighthush. Your strategic vision and hands‑on execution will ensure that every partner and customer can harness the full power of our platform, driving revenue growth and long‑term loyalty.
Key Responsibilities
- Design and Deliver Training Programs: Craft role‑specific, modular training modules—both live and on‑demand—that cover core functionalities of the brighthush platform, including booking, inventory management, analytics, and emerging AI features.
- Develop Learning Content: Author comprehensive learning materials such as user guides, quick‑start videos, interactive simulations, and knowledge base articles. Ensure content is up‑to‑date with the latest platform releases and industry best practices.
- Partner Cross‑Functionally: Collaborate with product managers, developers, and customer success leaders to identify knowledge gaps, translate technical features into user‑friendly learning experiences, and align training with product roadmaps.
- Leverage AI Tools: Integrate AI‑powered solutions—chatbots, adaptive learning engines, and data‑driven analytics—to personalize training paths, recommend resources, and improve learning outcomes.
- Measure Impact: Track key performance indicators (KPIs) such as training completion rates, user proficiency scores, customer satisfaction metrics, and support ticket volume. Use insights to refine content and delivery methods.
- Champion a Culture of Continuous Learning: Advocate for learning best practices across the organization, host knowledge‑sharing sessions, and mentor junior team members.
- Support Global Rollouts: Assist in the localization of training materials for international markets, ensuring cultural relevance, language accuracy, and compliance with regional regulations.
- Lead Learning Initiatives: Own the end‑to‑end learning strategy for new product launches, feature updates, and major platform migrations.
- Build Learning Communities: Facilitate user groups, webinars, and forums that foster peer learning, knowledge exchange, and community building.
- Stay Ahead of Trends: Continuously research emerging learning technologies, instructional design methodologies, and industry best practices to keep brighthush at the forefront of enablement.
- Drive Innovation Projects: Identify opportunities to experiment with new formats—micro‑learning, gamification, virtual reality—and pilot them with select customer segments.
- Collaborate with Marketing: Work with the marketing team to create promotional content that showcases training success stories and best practices.
Essential Qualifications
- Experience in the Travel Industry: Proven background working with travel technology solutions, preferably in a B2B context, with a deep understanding of airline, hotel, and agency operations.
- Technical Proficiency: Hands‑on experience with brighthush’s core systems (booking, inventory, analytics) and familiarity with GDS/NDC standards.
- Training Expertise: Demonstrated ability to design, develop, and deliver effective training programs for technical audiences, with measurable impact.
- Communication & Organization: Exceptional written and verbal communication skills, coupled with strong project management capabilities and the ability to manage multiple initiatives simultaneously.
- AI Literacy: Comfort using AI tools for content creation, personalization, and analytics, and a curiosity to explore emerging AI trends.
- Education: Bachelor’s degree in Instructional Design, Education, Computer Science, or a related field. Advanced degrees or certifications are a plus.
Preferred Qualifications
- Experience with learning management systems such as Moodle, Cornerstone, or similar platforms.
- Knowledge of adult learning theories and instructional design frameworks (ADDIE, SAM, Bloom’s Taxonomy).
- Prior exposure to agile development environments and cross‑functional collaboration.
- Fluency in additional languages (e.g., Spanish, French, German) to support global training initiatives.
- Certifications in instructional design or training delivery (e.g., CPLP, ATD, eLearning Guild).
- Experience with data‑driven learning analytics and reporting.
Core Skills & Competencies
- Instructional Design & Curriculum Development
- Technical Writing & Content Authoring
- Learning Management System Administration
- Data Analysis & KPI Tracking
- Project Management & Agile Methodologies
- Cross‑Functional Collaboration & Stakeholder Management
- Adaptability & Continuous Improvement Mindset
- Digital Literacy & Emerging Technology Adoption
- Customer‑Centric Mindset & Empathy
Career Growth & Learning Opportunities
At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:
- Mentorship from senior leaders in product, engineering, and customer success.
- Regular workshops on emerging technologies, AI, and user experience design.
- Opportunities to lead cross‑departmental initiatives and influence product strategy.
- Clear career pathways to roles such as Learning & Development Manager, Product Enablement Lead, or Director of Customer Success.
- Support for external certifications and conference attendance.
- Access to a dedicated learning budget for courses, certifications, and conferences.
- Participation in internal hackathons and innovation challenges focused on learning technology.
- Recognition programs that celebrate learning achievements and contributions to the community.
- Exposure to global markets and the chance to shape international training strategies.
Work Environment & Culture
brighthush is built on a foundation of transparency, collaboration, and innovation. Our remote‑first culture empowers you to work from anywhere in the United Kingdom while staying connected through:
- Weekly virtual town halls and team stand‑ups.
- Open‑door policy—virtual or in‑person—where ideas are welcomed and valued.
- Flexible working hours that respect work‑life balance.
- Inclusive hiring practices that celebrate diversity and belonging.
- Cross‑functional learning circles that bring together product, engineering, sales, and support.
- Annual learning retreats that combine skill development with team bonding.
- Access to a digital collaboration hub that hosts knowledge bases, discussion forums, and project boards.
- Regular hackathons and innovation sprints focused on learning technology.
- Community outreach programs that connect employees with local travel and tech communities.
Compensation & Benefits
We offer a competitive salary range of GBP 65,000 – 85,000 per year, commensurate with experience and qualifications. In addition to base pay, you will enjoy:
- Performance‑based bonuses tied to training impact metrics.
- Generous paid time off (PTO) and public holidays.
- 401(k) matching program to support your long‑term financial goals.
- Comprehensive health, dental, and vision insurance plans.
- Parental leave policies that support new parents.
- Wellness stipend and mental health resources.
- Access to an employee stock purchase plan (ESPP) to invest in brighthush’s future.
- Professional development stipend for courses, certifications, and conferences.
- Flexible remote work arrangements and a stipend for home office setup.
- Annual performance reviews with clear growth targets.
- Company‑wide recognition events and awards.
How to Apply
If you are passionate about transforming travel technology into unforgettable customer experiences and thrive in a fast‑paced, collaborative environment, we would love to hear from you. Submit your application through the link below and join brighthush in shaping the future of travel.
Apply to this role at brighthush
Apply for this job
Apply for this job
Apply for this job
``` Apply for this job