Senior Customer Experience Lead – Driving End‑to‑End CX Strategy, Journey Mapping, and Service Design Excellence

About brighthush

brighthush is a forward‑thinking organization that sits at the intersection of customer experience, service design, and digital transformation. With a mission to create seamless, human‑centered interactions across every touchpoint, we empower brands to turn insights into action and data into delight. Our portfolio spans industries from fintech to healthcare, and we partner with forward‑looking companies that value empathy, innovation, and measurable impact.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates curiosity, collaboration, and continuous learning. We believe that great customer experiences start with great people, and we invest in our teams through mentorship, cross‑functional projects, and access to the latest tools and research. Whether you’re a seasoned CX strategist or a design thinker looking to scale your impact, brighthush offers the autonomy, resources, and support to help you grow.

Role Overview

The Senior Customer Experience Lead is a strategic, hands‑on role that shapes the customer journey across all programs, services, and digital channels. You will own the end‑to‑end CX roadmap, translating customer insights into actionable initiatives that drive satisfaction, loyalty, and revenue. This is a fully remote position, giving you the flexibility to work from anywhere while collaborating with a global, multidisciplinary team.

Key Responsibilities

• Strategic CX Leadership: Develop and execute a comprehensive customer experience strategy that aligns with brighthush’s business objectives and brand promise.
• Research & Analysis: Lead qualitative and quantitative research initiatives—surveys, interviews, ethnography—to uncover pain points, opportunities, and emerging trends.
• Journey Mapping & Service Blueprinting: Create, maintain, and iterate detailed customer journey maps and service blueprints that capture every interaction, emotion, and touchpoint.
• Metrics & KPIs: Define, track, and report on CX metrics (NPS, CSAT, CES, churn, lifetime value) to measure impact and inform decision‑making.
• Stakeholder Engagement: Facilitate workshops, co‑creation sessions, and executive briefings to align cross‑functional teams around customer‑centric priorities.
• Continuous Improvement: Champion a culture of experimentation, A/B testing, and rapid iteration to refine experiences and reduce friction.
• Human‑Centered Design Advocacy: Promote best practices in design thinking, accessibility, and inclusive design across the organization.
• Change Management: Partner with business, technology, and operations to embed CX insights into product roadmaps, service delivery, and support processes.
• Thought Leadership: Represent brighthush at industry events, webinars, and internal knowledge‑sharing sessions to keep the team at the cutting edge of CX innovation.

Essential Qualifications

• Bachelor’s degree in Business, Human‑Centered Design, Customer Experience, Marketing, Public Administration, Information Systems, or a related field.
• Minimum of 7 years of progressive experience in Customer Experience, Service Design, User Experience, Human‑Centered Design, or Business Transformation.
• Proven track record of leading customer journey mapping and service improvement initiatives that delivered measurable business outcomes.
• Expertise in facilitating workshops, stakeholder engagement, and cross‑functional alignment.
• Strong analytical mindset with proficiency in interpreting customer feedback, operational data, and performance dashboards.
• Excellent communication, presentation, and facilitation skills—capable of translating complex insights into clear, actionable recommendations.

Preferred Qualifications

• Experience with design‑thinking frameworks (e.g., Double Diamond, Lean UX) and tools such as Miro, Figma, or Adobe XD.
• Knowledge of accessibility standards (WCAG, ADA) and inclusive design principles.
• Familiarity with data analytics platforms (Tableau, Power BI, Looker) and customer data platforms (CDP).
• Background in agile product development and experience working with cross‑functional product teams.
• Previous remote leadership experience in a distributed organization.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for end users and a passion for turning insights into delight.
• Strategic Thinking: Ability to see the big picture while managing granular details.
• Data‑Driven Decision Making: Comfortable turning numbers into narratives that influence strategy.
• Collaboration & Influence: Skilled at building relationships across silos and driving consensus.
• Project Management: Proven ability to manage multiple initiatives, timelines, and stakeholder expectations.
• Adaptability: Thrives in fast‑paced, evolving environments and embraces change.

Career Growth & Learning Opportunities

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

• Mentorship from senior CX leaders and industry experts.
• Paid training and certification programs in UX research, service design, and data analytics.
• Cross‑functional projects that broaden your skill set and expose you to new business domains.
• Leadership development tracks that prepare you for senior management roles.
• Annual CX conferences and workshops to stay ahead of emerging trends.

Work Environment & Culture

brighthush fosters a culture of trust, transparency, and empowerment. Our remote-first model means you can work from anywhere while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Collaborative digital workspaces (Slack, Teams, Miro).
• Regular virtual coffee chats and informal “watercooler” sessions.
• Inclusive hiring practices that celebrate diversity of thought, background, and experience.

Compensation, Perks & Benefits

While the exact salary will be tailored to your experience and skill set, brighthush offers a competitive package that includes:

• Base salary plus performance‑based bonuses.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous parental leave policy.
• Unlimited learning budget for courses, books, and conferences.
• Equity options for senior leaders.
• Wellness stipend and access to virtual fitness classes.
• Annual company retreats and team‑building events.

How to Apply

If you’re ready to lead transformative customer experiences and make a tangible impact at a forward‑thinking organization, we’d love to hear from you. Submit your application through brighthush’s career portal and join a team that is redefining what it means to put the customer at the heart of everything we do.