Senior Customer Experience & Platform Owner – Product Owner & Business Systems Analyst – Driving AI‑Powered CX, Digital Transformation, and Enterprise Platform Strategy at brighthush
About brighthush
brighthush is more than a telecommunications provider; it is a catalyst for the next wave of digital connectivity. With a nationwide fiber network that powers millions of homes and businesses, brighthush delivers blazing‑fast, reliable internet that fuels remote work, smart cities, and the future of the Internet of Things. Our mission is to transform how people experience connectivity by marrying cutting‑edge technology with a concierge‑style customer focus. At brighthush, we thrive on collaboration, continuous improvement, and a relentless pursuit of excellence.
Why brighthush is the Place for Visionary Leaders
In a world where technology evolves at breakneck speed, brighthush offers a platform where your ideas can shape the future of communications. We invest heavily in our people: robust learning pathways, mentorship programs, and the chance to lead cross‑functional initiatives that directly impact millions of customers. If you are passionate about solving complex problems, driving data‑driven decisions, and building world‑class customer experiences, brighthush invites you to join our journey.
Role Overview
The Senior Customer Experience & Platform Owner – Product Owner & Business Systems Analyst is a pivotal leadership role that blends product ownership, business analysis, and platform stewardship. You will be the single point of accountability for the health, evolution, and strategic alignment of the brighthush ecosystem (Sales Cloud, Service Cloud, Communications Cloud, CPQ, and related integrations) that powers brighthush’s fiber network sales, service delivery, and customer care operations.
In this capacity, you will partner with executive stakeholders, cross‑functional teams, and external vendors to translate business objectives into actionable technology solutions. Your influence will shape the customer journey, streamline internal processes, and elevate the overall customer experience to new heights.
Key Responsibilities
Product Ownership & Roadmap Leadership
- Own the platform product backlog: Prioritize features, enhancements, and bug fixes based on strategic impact, ROI, and customer value.
- Define the roadmap: Translate long‑term vision into a clear, actionable plan that aligns with corporate strategy.
- Manage the release calendar: Coordinate sprint planning, release windows, and stakeholder communication to ensure smooth deployments.
- Champion continuous improvement: Regularly review performance metrics and user feedback to refine the product strategy.
Vision & Design
- Translate high‑level business concepts: Create epics, user stories, and acceptance criteria that guide development.
- Collaborate with UX designers: Build intuitive, customer‑centric interfaces that reduce friction and increase adoption.
- Champion design thinking: Encourage rapid prototyping and iterative testing to validate concepts early.
- Ensure accessibility and compliance: Embed best practices for accessibility, data privacy, and regulatory adherence into design.
Stakeholder Collaboration
- Facilitate workshops, discovery sessions, and design reviews with business leaders, field teams, and technical partners.
- Capture requirements, validate solutions, and manage expectations across all levels of the organization.
- Act as the bridge between technical teams and business stakeholders, ensuring clear, consistent communication.
- Build strong relationships with executive sponsors to secure buy‑in and resources.
Process & Journey Mapping
- Diagram end‑to‑end customer journeys and internal workflows across lead‑to‑order, service delivery, and field service.
- Identify friction points and propose automation or AI‑enabled enhancements.
- Document best practices and standard operating procedures Apply for this job