Senior Customer Experience Manager – Driving Insight‑Driven Journey Optimization & Data‑Backed Service Excellence

About brighthush

brighthush is a forward‑thinking, technology‑centric organization that empowers businesses worldwide to deliver exceptional customer experiences. With a global footprint spanning North America, Europe, and beyond, we combine deep industry expertise with cutting‑edge analytics, AI, and design thinking to help our clients transform the way they interact with their customers. At brighthush, we believe that every touchpoint is an opportunity to create lasting value, and we are committed to fostering a culture of curiosity, collaboration, and continuous improvement.

Why Join brighthush?

As a Senior Customer Experience Manager, you will be at the heart of our mission to elevate customer satisfaction, loyalty, and advocacy. You will work alongside a diverse team of data scientists, designers, product managers, and business leaders to uncover insights, design journeys, and implement solutions that resonate with real users. If you thrive in a fast‑paced, data‑driven environment and want to see the tangible impact of your work, brighthush is the place for you.

Key Responsibilities

• Lead Customer Research Initiatives – Design and execute qualitative and quantitative research studies, including surveys, interviews, usability tests, and ethnographic observations, to capture the voice of the customer across all touchpoints.
• Create and Refine Journey Maps – Translate research findings into detailed journey maps that illustrate customer pain points, moments of delight, and opportunities for improvement. Collaborate with cross‑functional teams to ensure alignment with business goals.
• Facilitate Impactful Workshops – Conduct workshops with stakeholders ranging from frontline service agents to senior executives, guiding them through discovery, ideation, and prioritization exercises that surface actionable insights.
• Champion Continuous Improvement – Own the end‑to‑end process of identifying, prioritizing, and implementing customer experience enhancements. Track progress using metrics such as CSAT, NPS, and CES, and report outcomes to leadership.
• Data‑Driven Decision Making – Leverage advanced analytics tools (Excel, Power BI, Tableau) to uncover trends, segment customers, and forecast the impact of proposed changes.
• Collaborate Across Functions – Work closely with product, marketing, operations, and IT teams to embed customer insights into product roadmaps, service designs, and technology solutions.
• Mentor and Coach – Provide guidance to junior analysts and designers, fostering a culture of learning and continuous improvement within the customer experience function.
• Represent brighthush Externally – Attend industry conferences, webinars, and user groups to stay abreast of emerging trends and bring fresh ideas back to the team.

Essential Qualifications

• Minimum 5 years of progressive experience in customer experience, customer research, or related roles.
• Strong academic background with a Bachelor’s degree in Business, Marketing, Psychology, or a related field (or equivalent professional experience).
• Proven track record of leading end‑to‑end customer research projects and translating findings into actionable business recommendations.
• Advanced proficiency in Microsoft Excel, including pivot tables, advanced formulas, and data visualization.
• Experience with research and survey platforms such as Qualtrics, Medallia, SurveyMonkey, Alchemer, and UserTesting.
• Hands‑on knowledge of data visualization tools like Power BI and Tableau.
• Strong facilitation skills, with the ability to guide workshops, influence stakeholders, and drive consensus.
• Excellent written and verbal communication skills in English.
• Ability to travel to Wilmington, DE, for periodic on‑site collaboration.

Preferred Qualifications

• Experience with ServiceNow, Microsoft SharePoint, or similar collaboration platforms.
• Familiarity with Miro, Mural, or other digital whiteboard tools for journey mapping and ideation.
• Background in data science or analytics, with the ability to build predictive models or segment customers using statistical techniques.
• Knowledge of design thinking methodologies and experience applying them in a corporate setting.
• Experience working in a global, multicultural environment.
• Certifications in Customer Experience Management, UX Research, or related disciplines.

Skills & Competencies

• Customer‑Centric Mindset – Deep empathy for customers and a passion for solving their problems.
• Analytical Rigor – Ability to dissect complex data sets, identify patterns, and draw actionable conclusions.
• Strategic Thinking – Translate insights into long‑term strategies that align with business objectives.
• Collaboration & Influence – Work effectively across departments, building relationships and driving change.
• Project Management – Manage multiple initiatives simultaneously, ensuring timely delivery and high quality.
• Adaptability – Thrive in a dynamic environment, quickly pivoting priorities as new information emerges.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As a Senior Customer Experience Manager, you will have access to:

• Structured mentorship programs pairing you with senior leaders in customer experience and product strategy.
• Regular training sessions on the latest research methodologies, analytics tools, and design thinking practices.
• Opportunities to lead cross‑functional projects that span product, marketing, and operations, giving you a holistic view of the business.
• Support for pursuing industry certifications such as CX Professional (CXPro) or Certified User Experience Professional (CUXP).
• Clear career pathways to roles such as Director of Customer Experience, Head of Customer Insights, or Chief Experience Officer.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a relentless focus on customer value. We offer:

• Flexible remote work options, with the ability to work from anywhere in the world, including Wilmington, DE, or Europe.
• Inclusive and diverse teams that celebrate different perspectives and encourage creative problem‑solving.
• Regular team‑building events, hackathons, and innovation challenges that keep the energy high.
• A supportive environment where ideas are welcomed, experiments are encouraged, and failures are treated as learning opportunities.

Compensation & Benefits

We offer a competitive salary range of USD 98,934 – 108,288 per year, commensurate with experience and qualifications. In addition to base pay, you will receive:

• Generous paid time off, including vacation, sick leave, and personal days.
• Health, dental, and vision insurance plans with employer contributions.
• Retirement savings plan with company matching.
• Tuition reimbursement for approved courses and certifications.
• Employee wellness programs, including mental health resources and fitness stipends.
• Annual performance bonuses and long‑term incentive plans.
• Access to cutting‑edge tools and technologies that empower you to do your best work.

How to Apply

Ready to make a real difference in how customers experience brighthush? Click the link below to submit your application and join a team that values innovation, data, and customer obsession.

Apply to brighthush Today

Closing Statement

At brighthush, we are redefining what it means to deliver world‑class customer experiences. If you are a seasoned professional with a passion for research, a knack for turning data into action, and a desire to lead transformative initiatives, we want to hear from you. Join us and help shape the future of customer experience for a global audience.