Senior Customer Experience Strategist – Contract‑to‑Full‑Time Opportunity – Human‑Centered Design & CX Transformation Leader

About brighthush

brighthush stands at the forefront of experience management, partnering with fast‑growing startups, mid‑market innovators, and Fortune 100 leaders to craft unforgettable customer, employee, and partner journeys. Our mission is simple: turn experience insights into a sustainable competitive advantage. With a proven track record of delivering measurable business outcomes through human‑centered design, brighthush has earned the trust of organizations that demand data‑driven impact and creative problem‑solving.

Why brighthush?

At brighthush, we believe that great experiences are the foundation of sustainable growth. Our culture is built on curiosity, collaboration, and a relentless focus on data‑driven impact. We invest heavily in continuous learning, cross‑disciplinary mentorship, and a flexible work environment that balances autonomy with shared purpose. Whether you’re a seasoned consultant or an early‑career professional, brighthush offers a platform to shape industry‑leading strategies, work with diverse teams, and accelerate your career trajectory.

Role Overview

We’re looking for a passionate Senior Customer Experience Strategist to join our growing team on a contract basis with the potential to transition to a full‑time role. In this role, you will partner with clients across multiple industries to uncover deep insights, design transformative experiences, and implement scalable solutions that drive tangible business results.

Key Responsibilities

• Insight‑to‑Action Translation: Convert qualitative and quantitative research findings into actionable experience improvement plans and design recommendations.
• Persona & Journey Mapping: Develop detailed personas and journey maps that illuminate current pain points, expectations, and opportunities across face‑to‑face, mobile, web, and voice channels.
• Human‑Centric Design: Apply human‑centered design principles to craft experience blueprints that align with strategic business objectives.
• Metrics & Measurement: Collaborate with clients to define success criteria, establish KPIs, and build measurement frameworks that tie experience enhancements to revenue, retention, and brand equity.
• Operationalization: Guide clients through the implementation of CX designs, ensuring seamless integration into existing processes and technology stacks.
• Stakeholder Engagement: Facilitate workshops, training sessions, and executive briefings to secure buy‑in and champion change across the organization.
• Travel & On‑Site Collaboration: Visit client sites as needed to conduct workshops, observe touchpoints, and co‑create solutions in real‑time.
• Continuous Improvement: Stay current with industry trends, emerging tools, and best practices to continuously elevate the quality of our deliverables.

Essential Qualifications

• Minimum of 5 years of experience in customer experience, service design, or management consulting.
• Proven track record of leading multi‑disciplinary teams on mid‑size to enterprise engagements.
• Strong facilitation skills with a history of conducting workshops, training sessions, and executive presentations.
• Deep understanding of research‑driven methods (e.g., ethnographic studies, journey mapping, card sorting) and the ability to translate insights into design strategies.
• Excellent written and verbal communication skills, with the ability to produce high‑quality deliverables and present complex concepts clearly.
• Hands‑on experience with design tools such as Miro, Figma, or Adobe XD, and data analysis tools like Excel or Tableau.
• Demonstrated ability to manage project timelines, budgets, and stakeholder expectations.

Preferred Qualifications

• Experience working with Fortune 100 clients or large enterprise environments.
• Knowledge of emerging CX technologies (e.g., AI‑powered chatbots, voice assistants, IoT integration).
• Certifications in design thinking, human‑centered design, or related disciplines.
• Fluency in multiple languages or experience working in multicultural teams.
• Previous experience in a contract‑to‑full‑time transition pathway.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align experience initiatives with business strategy.
• Analytical Mindset: Proficiency in data interpretation and turning numbers into actionable insights.
• Creativity & Innovation: A knack for generating fresh ideas that delight users and differentiate brands.
• Collaboration: Comfortable working with cross‑functional teams, including product, marketing, operations, and technology.
• Adaptability: Thrive in fast‑paced, evolving environments and pivot quickly when priorities shift.
• Project Management: Strong organizational skills, with a focus on delivering on time and within scope.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will:

• Participate in a structured mentorship program with senior consultants who will guide you through complex engagements.
• Attend internal knowledge‑sharing sessions, workshops, and industry conferences to stay ahead of CX trends.
• Access a curated library of research, case studies, and proprietary frameworks that deepen your expertise.
• Earn certifications in design thinking, UX research, and data analytics through our partnership with leading educational platforms.
• Progress through a clear career ladder that rewards impact, leadership, and innovation.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and high‑energy atmosphere. Our remote‑first model gives you the flexibility to work from anywhere while staying connected through weekly virtual huddles, monthly town halls, and quarterly in‑person retreats. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. Our teams are empowered to experiment, fail fast, and iterate quickly, ensuring that every voice is heard and every idea has the chance to shine.

Compensation & Benefits

While specific compensation details are tailored to individual experience and role scope, brighthush offers a competitive package that includes:

• Performance‑based bonuses tied to client outcomes and project success.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, flexible working hours, and a generous remote‑work stipend.
• Professional development budget covering courses, certifications, and conference attendance.
• Equity or profit‑sharing opportunities for full‑time team members.

How to Apply

Ready to shape the future of customer experience? Submit your resume, a cover letter detailing why you’re excited about this role, and any relevant portfolio pieces or case studies. Highlight how your experience aligns with the responsibilities and qualifications above, and let us know how quickly you can hit the ground running.

Join brighthush Today

At brighthush, we’re not just building better experiences; we’re building a community of innovators who transform how people interact with brands. If you’re driven by curiosity, passionate about human‑centered design, and eager to make a measurable impact, we want to hear from you. Apply now and start your journey toward becoming a leader in the experience management space.