Senior Customer Experience Management Consultant – Global Transition & Data Analytics Lead at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers Fortune 500 companies to deliver seamless, data‑driven customer experiences across the globe. With a focus on cloud‑native solutions, AI‑powered analytics, and customer‑centric strategies, we help our clients navigate complex transitions while preserving business continuity and fostering lasting relationships. Our culture is built on innovation, collaboration, and a relentless pursuit of excellence.

Role Overview

As a Senior Customer Experience Management Consultant, you will be the linchpin of our Customer Transition Program. You will orchestrate end‑to‑end transition activities, ensuring that managed customers experience uninterrupted service during internal business changes. Your strategic vision, analytical rigor, and stakeholder‑management expertise will keep our clients satisfied and our partners aligned.

Key Responsibilities

• Transition Impact Assessment: Conduct in‑depth analysis of transition risks once the Global Strategy Team releases the Sales Model and Segmentation. Identify high‑risk accounts and develop mitigation plans.
• Communications Kit Development: Review and refine internal landing pages and customer communication assets. Tailor templates to diverse audiences and deploy targeted email campaigns on behalf of sellers for select scenarios.
• Data Triage & Consolidation: Access, clean, and consolidate large datasets that support customer outreach. Ensure data integrity and compliance with privacy regulations.
• Enablement & Field Readiness: Design and execute master landing and communications plans. Create readiness content, launch training for field teams, and manage change initiatives. Coordinate approvals with Sales, Legal, and Marketing.
• Project Planning & Stakeholder Mapping: Define deliverables, timelines, and key activities. Map stakeholders across functions and geographies, ensuring clear communication and alignment.
• Tracking & Reporting: Build dashboards and reports to monitor transition progress. Provide real‑time insights to senior leadership.
• Get‑to‑Green Analysis: Perform ongoing analyses of transition completion by role, geography, and segment. Summarize findings for executive review.
• Lessons Learned & Continuous Improvement: Capture themes, lessons, and improvement opportunities from each transition cycle. Translate insights into actionable recommendations.
• Executive Summary Creation: Draft concise executive summaries highlighting key metrics, customer feedback, and next‑step actions.

Essential Qualifications

• Bachelor’s degree in Computer Engineering, Marketing, Business Administration, or a related field.
• Minimum 15 years of experience managing global programs for multi‑layered Fortune 500 organizations, with a focus on sales or operations.
• Proven track record of leading multidisciplinary teams and coordinating stakeholders across multiple functions and geographies.
• Strong analytical skills with the ability to interpret large datasets and translate findings into actionable strategies.
• Advanced project management experience, including Agile and Waterfall methodologies.
• Excellent written and verbal communication skills, capable of influencing senior leaders.
• Financial acumen and experience managing program budgets.

Preferred Qualifications

• 5+ years of experience in high‑tech XaaS environments.
• Proficiency in data visualization tools (Tableau, Power BI) and CRM platforms (Salesforce, HubSpot).
• Experience with change management frameworks (ADKAR, Kotter).
• Multilingual fluency (English plus at least one additional language).
• Certifications such as PMP, Six Sigma, or Certified Customer Experience Professional (CCXP).

Core Competencies

• Strategic Planning: Ability to develop long‑term transition roadmaps that align with business objectives.
• Data‑Driven Decision Making: Expertise in extracting insights from complex data sets to guide customer engagement strategies.
• Stakeholder Management: Skilled at building consensus among cross‑functional teams and external partners.
• Change Leadership: Proven ability to lead teams through transformation while maintaining morale and productivity.
• Communication Excellence: Clear, concise, and persuasive communication across all levels of the organization.
• Problem Solving: Creative and analytical approach to overcoming obstacles and delivering solutions.

Attributes & Mindset

• Customer‑centric focus with a passion for delivering exceptional experiences.
• Detail‑oriented, highly organized, and proactive in anticipating needs.
• Adaptable and resilient in fast‑paced, dynamic environments.
• Team player who thrives on collaboration and shared success.
• Continuous learner eager to stay ahead of industry trends.

Work Environment & Conditions

Location: Fully remote – work from anywhere in the United States.

Hours: Flexible schedule with occasional client meetings outside of standard business hours.

Environment: High‑energy, fast‑moving, and results‑driven culture that rewards initiative and innovation.

Work Authorization: Must be a U.S. citizen or have authorized work status in the United States.

Compensation & Benefits

We offer a competitive base salary commensurate with experience, complemented by a performance‑based bonus structure. Additional benefits include:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and access to industry conferences.
• Flexible work‑from‑home stipend and ergonomic support.
• Employee wellness programs and mental health resources.

Career Growth & Development

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Consultant, you will:

• Lead cross‑functional initiatives that shape the future of customer experience.
• Mentor junior consultants and share best practices.
• Progress into senior leadership roles such as Director of Customer Experience or Head of Global Transition Programs.
• Participate in leadership training, executive coaching, and industry certifications.

Why Join brighthush

When you join brighthush, you become part of a community that values:

• Impact: Your work directly influences how millions of customers interact with our clients’ brands.
• Innovation: Access to cutting‑edge technology and a culture that encourages experimentation.
• Diversity & Inclusion: A workplace where every voice is heard and respected.
• Collaboration: Cross‑functional teams that break down silos and drive collective success.
• Recognition: Regular feedback, awards, and career milestones that celebrate your achievements.

Apply Today

If you are a seasoned consultant with a passion for customer experience and a proven ability to manage complex global programs, we invite you to bring your expertise to brighthush. Join us in shaping the future of customer transitions and delivering unforgettable experiences.