Senior Customer Experience Strategist & Consultant – Remote, USA – Drive CX Excellence & Revenue Growth at brighthush

About brighthush

brighthush is a forward‑thinking, research‑based growth consultancy that partners with mid‑market and enterprise clients to unlock sustainable revenue, profit, and market‑capitalization gains. With a lean, high‑impact team of 11‑50 professionals, we blend data science, behavioral economics, and cutting‑edge technology to design and deliver customer experience (CX) solutions that transform the way businesses engage, retain, and delight their customers. Our clients span B2B and B2C sectors, and we pride ourselves on being the trusted advisor that turns customer insights into measurable business outcomes.

As a fully remote organization, brighthush empowers its people to work from anywhere in the United States. We invest heavily in internal tools, continuous learning, and a culture of collaboration, transparency, and high performance. If you’re passionate about shaping the future of CX and want to work with a team that values innovation, integrity, and impact, brighthush is the place for you.

Position Overview

We are seeking an experienced Customer Experience Strategist & Consultant to join our remote team. In this role, you will design, implement, and scale CX strategies that drive customer retention, lifetime value, and revenue growth for our diverse client base. You will collaborate with senior leaders, cross‑functional teams, and our own subject‑matter experts to deliver end‑to‑end CX solutions that align with business objectives and create lasting value.

Key Responsibilities

• Design & Refine CX Strategy: Lead the development of comprehensive CX roadmaps that integrate all customer‑facing touchpoints, from acquisition to advocacy. Translate business goals into measurable experience metrics and prioritize initiatives that deliver the highest ROI.
• Process Re‑engineering & Automation: Identify bottlenecks in existing customer journeys, redesign processes, and implement technology stacks that automate workflows, capture real‑time data, and enable actionable reporting.
• Client Engagement & Relationship Building: Serve as the primary point of contact for mid‑market and large B2B/B2C clients. Build trust, understand their unique challenges, and position brighthush as a strategic partner that delivers tangible results.
• Business Development & Sales Enablement: Collaborate with the marketing and sales teams to generate qualified leads, craft compelling win plans, and close new consulting engagements. Own the full sales cycle from prospecting to contract negotiation.
• Consulting Delivery & Execution: Translate strategy into a clear go‑to‑market plan, then work closely with client stakeholders to execute, monitor, and iterate on CX initiatives. Ensure projects stay on scope, schedule, and budget while meeting quality standards.
• Executive‑Level Communication: Deliver polished presentations and executive briefings that articulate value propositions, progress, and ROI to C‑suite leaders (CEO, CRO, CMO, CIO, etc.).
• Team Leadership & Influence: Lead cross‑functional project teams—including sales, marketing, change management, and technology specialists—by influence, fostering collaboration in a matrixed environment.
• Account Growth & Retention: Identify upsell and cross‑sell opportunities within existing accounts, develop account plans, and drive expansion initiatives that deepen client relationships and increase revenue.
• Continuous Improvement: Stay abreast of industry trends, emerging CX technologies, and best practices. Share insights with the broader brighthush community to elevate our service offerings.

Essential Qualifications

• Minimum 15 years of CX experience, with at least 7 years in a consulting or senior operational role focused on CX strategy, technology implementation, and process improvement.
• Proven track record of delivering measurable business outcomes—such as increased NPS, higher retention rates, and revenue growth—through CX initiatives.
• Experience managing full‑cycle consulting engagements: from discovery and strategy development to execution, measurement, and client hand‑off.
• Strong business acumen and the ability to translate complex data into actionable insights for senior leadership.
• Exceptional communication skills—both written and verbal—across all levels of an organization, including C‑suite executives.
• Demonstrated ability to lead and motivate cross‑functional teams in a matrixed, remote environment.
• High integrity, credibility, and a client‑first mindset.
• Eligibility to work in the United States without visa sponsorship.

Preferred Qualifications

• Experience in B2B and B2C sectors, particularly in SaaS, fintech, or consumer retail.
• Hands‑on expertise with CX platforms (e.g., Medallia, Qualtrics, Zendesk, Salesforce Service Cloud) and analytics tools (e.g., Tableau, Power BI).
• Knowledge of change management frameworks (e.g., ADKAR, Kotter) and experience leading organizational change initiatives.
• Project management certification (PMP, Prince2, or equivalent) and familiarity with Agile/Scrum practices.
• Experience building and scaling consulting practices or leading a consulting team.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture, anticipate market shifts, and craft long‑term CX roadmaps.
• Analytical Rigor: Proficiency in data analysis, KPI definition, and performance measurement.
• Influence & Negotiation: Skilled at persuading stakeholders, negotiating scope, and securing buy‑in.
• Project Management: Strong command of scope, schedule, budget, risk, and quality controls.
• Customer‑Centric Mindset: Deep empathy for end‑users and a passion for creating delightful experiences.
• Adaptability: Comfortable navigating ambiguity, rapid change, and evolving client needs.
• Collaboration: Proven ability to work effectively with remote, cross‑functional teams.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, workshops, and certifications.
• Regular knowledge‑sharing sessions and internal “lunch & learn” events.
• Clear career pathways from Consultant to Senior Consultant, Manager, and Director roles.
• Opportunities to lead high‑impact projects and shape the future of our consulting practice.

Work Environment & Culture

Our remote, inclusive culture is built on trust, autonomy, and collaboration. You’ll enjoy:

• Flexible working hours that respect your personal commitments.
• State‑of‑the‑art collaboration tools (Slack, Microsoft Teams, Zoom, Miro).
• A supportive community of experts across consulting, marketing, technology, and change management.
• Regular virtual team‑building activities and quarterly in‑person retreats.
• A commitment to diversity, equity, and inclusion—ensuring every voice is heard and valued.

Compensation & Benefits

While specific figures vary based on experience, we offer:

• Competitive base salary above market average for senior CX consultants.
• Performance‑based bonuses tied to client outcomes and project success.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching and a generous paid‑time‑off policy.
• Professional development stipend and reimbursement for relevant certifications.
• Unlimited learning budget for courses, books, and conferences.

Why Join brighthush?

At brighthush, you’ll be part of a high‑impact team that is redefining how businesses create value through customer experience. You’ll have the autonomy to shape strategy, the resources to execute, and the support to grow your career—all while working from anywhere in the United States. If you’re a seasoned CX strategist who thrives on solving complex problems, building lasting client relationships, and driving revenue growth, we want to hear from you.

Ready to Make an Impact?

Apply today and become a key driver of customer experience excellence at brighthush. Together, we’ll help our clients turn every customer interaction into a growth engine.