Senior Customer Experience Lead – Patient Journey & Human‑Centered Design Champion at brighthush

About brighthush

brighthush is a trailblazing biotechnology company dedicated to transforming the lives of patients with autoimmune and inflammatory diseases. With a portfolio that spans cutting‑edge therapies and a relentless focus on patient well‑being, we are redefining how medicines are delivered and experienced. Our culture is rooted in scientific rigor, entrepreneurial spirit, and a deep commitment to empathy‑driven innovation. If you thrive in a fast‑paced, mission‑driven environment and want to make a tangible impact on patients’ lives, brighthush is the place for you.

Why This Role Matters

As the Customer Experience Lead for Patient Strategy & Experience, you will be the architect of the patient journey across every touchpoint. You will translate complex patient insights into actionable strategies that shape how we design, deliver, and continuously improve the experience for patients and caregivers. Your work will influence cross‑functional teams—from Marketing and Support Services to Clinical Education and Advocacy—ensuring a seamless, compassionate, and data‑driven experience that aligns with our scientific mission.

Key Responsibilities

• Define and Own CX Strategy – Establish a comprehensive, portfolio‑level CX framework that spans disease areas, patient populations, and lifecycle stages.
• Journey Mapping & Insight Translation – Lead the creation of detailed journey maps, personas, and touchpoint analyses to surface moments that matter most.
• Human‑Centered Design (HCD) & Design Thinking (DT) – Champion empathy research, co‑creation workshops, and rapid prototyping to test and refine patient‑centric concepts before scale.
• Cross‑Community Integration – Act as the senior CX integrator, translating insights into clear, actionable recommendations for Marketing, Support, Education, Advocacy, and other stakeholder groups.
• Measurement & Analytics – Define CX metrics, develop dashboards, and use qualitative and quantitative data to prioritize initiatives and demonstrate impact.
• Technology & Innovation Enablement – Partner with Digital & Technology to identify AI‑enabled solutions that enhance patient interactions and streamline workflows.
• Capability Building – Train, coach, and empower teams across the organization to embed HCD principles into their day‑to‑day work.
• Executive Leadership & Governance – Represent CX in enterprise‑wide strategy forums, portfolio governance, and executive meetings, ensuring patient perspective is embedded in decision‑making.
• External Partnerships – Engage with external specialists, patient advocacy groups, and industry partners to stay ahead of emerging trends and best practices.

Essential Qualifications

• BA/BS required; advanced degree (MBA, MPH, PhD) preferred.
• 12–15+ years of progressive experience in Customer Experience, Human‑Centered Design, or Design Thinking within life sciences, healthcare, or complex customer environments.
• Proven track record of building or scaling a new CX or HCD capability from the ground up.
• Deep expertise in journey mapping, persona development, empathy research, co‑creation, prototyping, and iterative testing.
• Strong portfolio thinking—able to identify common experience needs while respecting disease‑specific nuances.
• Exceptional influence skills: demonstrated ability to lead senior leaders and cross‑functional teams without formal authority.
• Analytical mindset: ability to synthesize qualitative and quantitative insights into measurable business outcomes.
• Experience with regulatory, legal, compliance, and privacy considerations in a biotech or pharma setting.
• Excellent communication, facilitation, storytelling, and executive‑level presentation skills.
• Entrepreneurial spirit and a passion for building new capabilities in a dynamic organization.

Preferred Qualifications

• Experience in patient‑centric design within a biotech or pharmaceutical company.
• Background in digital health, AI, or data‑driven patient engagement solutions.
• Certifications in Design Thinking, Human‑Centered Design, or related disciplines.
• Knowledge of patient advocacy frameworks and patient support program design.
• Experience in a highly matrixed, global organization.

Skills & Competencies

• Strategic Vision – Ability to see the big picture and translate it into actionable, measurable plans.
• Customer‑Obsessed Mindset – Deep empathy for patients and caregivers, coupled with a data‑driven approach to improvement.
• Design & Innovation Leadership – Mastery of HCD and DT methodologies, with a knack for turning insights into prototypes and pilots.
• Stakeholder Management – Skilled at building consensus across diverse teams and influencing without direct authority.
• Analytical Acumen – Proficiency in using metrics, dashboards, and data storytelling to drive decisions.
• Change Management – Proven ability to embed new processes and cultures in a complex organization.
• Communication & Storytelling – Ability to translate complex concepts into clear, compelling narratives for all audiences.
• Technology Savvy – Familiarity with digital platforms, AI, and data analytics tools relevant to patient experience.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our science. You will:

• Lead cross‑functional initiatives that shape the future of patient experience across the entire organization.
• Collaborate with senior executives, including the CEO and Board, to influence strategic direction.
• Access continuous learning through internal workshops, external conferences, and industry certifications.
• Mentor junior CX and HCD professionals, building a high‑performing team.
• Explore lateral moves into related domains such as Digital Health, Medical Affairs, or Commercial Strategy.

Work Environment & Culture

brighthush is built on a foundation of:

• Innovation – We encourage experimentation, rapid prototyping, and a fail‑fast mentality to accelerate learning.
• Collaboration – Our cross‑functional teams work in close partnership, sharing data, insights, and best practices.
• Patient‑Centricity – Every decision is anchored in the real needs and experiences of patients and caregivers.
• Diversity & Inclusion – We celebrate diverse perspectives and foster an environment where everyone can thrive.
• Flexibility – This role is fully remote, with a flexible schedule that supports work‑life balance.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: $240,000 – $330,000 (USD) for U.S. candidates.
• Short‑term and long‑term incentive programs aligned with company performance.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and tuition reimbursement.
• Wellness programs, including mental health support and fitness stipends.

Commitment to Inclusion

brighthush is an equal‑opportunity employer. We welcome applicants of all backgrounds and identities, and we are committed to fostering an inclusive workplace where everyone feels respected and empowered.

Privacy & Accessibility

Before submitting your application, please review our Privacy Notice for Job Applicants to understand how we protect your personal data. If you require reasonable accommodation during the application or interview process, contact us at [email protected].

Ready to Make an Impact?

If you are passionate about transforming patient experiences, have a proven record of leading CX and HCD initiatives, and thrive in a collaborative, fast‑moving environment, we want to hear from you. Join brighthush and help us deliver more than medicines—deliver hope, dignity, and a better future for patients worldwide.