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

About brighthush

brighthush is a trailblazer in 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 yet powerful: transform raw 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. We operate at the intersection of strategy, design, and technology, ensuring that every touchpoint is not only functional but also emotionally resonant.

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. We celebrate experimentation, encourage rapid iteration, and reward ideas that push the boundaries of what’s possible.

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. You will be the bridge between research, strategy, and execution, ensuring that every recommendation is grounded in data and aligned with the client’s strategic objectives.

Key Responsibilities

• Insight‑to‑Action Translation: Convert qualitative and quantitative research findings into actionable experience improvement plans and design recommendations that can be measured and iterated.
• 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, ensuring a holistic view of the customer experience.
• Human‑Centric Design: Apply human‑centered design principles to craft experience blueprints that align with strategic business objectives, creating prototypes, service blueprints, and experience roadmaps.
• 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, and providing post‑launch support.
• Stakeholder Engagement: Facilitate workshops, training sessions, and executive briefings to secure buy‑in and champion change across the organization, translating complex concepts into clear, actionable insights.
• Travel & On‑Site Collaboration: Visit client sites as needed to conduct workshops, observe touchpoints, and co‑create solutions in real‑time, fostering strong client relationships.
• Continuous Improvement: Stay current with industry trends, emerging tools, and best practices to continuously elevate the quality of our deliverables and maintain a cutting‑edge approach.
• Thought Leadership: Contribute to internal knowledge bases, author whitepapers, and present at industry events to position brighthush as a thought leader in CX.

Essential Qualifications

• Minimum of 5 years of experience in customer experience, service design, or management consulting, with a 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 that drive consensus and action.
• Deep understanding of research‑driven methods (e.g., ethnographic studies, journey mapping, card sorting, diary studies) 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 to both technical and non‑technical audiences.
• Hands‑on experience with design tools such as Miro, Figma, Adobe XD, or similar, and data analysis tools like Excel, Tableau, Power BI, or equivalent.
• Demonstrated ability to manage project timelines, budgets, and stakeholder expectations, ensuring projects are delivered on time and within scope.
• Proficiency in creating service blueprints, journey maps, and experience roadmaps that translate strategy into actionable design.
• Experience working in a fast‑paced, evolving environment, with the agility to pivot quickly when priorities shift.

Preferred Qualifications

• Experience working with Fortune 100 clients or large enterprise environments, navigating complex organizational structures and governance.
• Knowledge of emerging CX technologies (e.g., AI‑powered chatbots, voice assistants, IoT integration, predictive analytics) and how they can enhance the customer journey.
• Certifications in design thinking, human‑centered design, UX research, or related disciplines.
• Fluency in multiple languages or experience working in multicultural teams, enabling you to design for diverse audiences.
• Previous experience in a contract‑to‑full‑time transition pathway, demonstrating adaptability and a strong fit with brighthush’s culture.
• Experience with agile methodologies, such as Scrum or Kanban, and the ability to integrate CX work into agile product development cycles.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align experience initiatives with business strategy, ensuring that CX efforts drive measurable outcomes.
• Analytical Mindset: Proficiency in data interpretation and turning numbers into actionable insights that inform design decisions.
• Creativity & Innovation: A knack for generating fresh ideas that delight users and differentiate brands in crowded markets.
• Collaboration: Comfortable working with cross‑functional teams, including product, marketing, operations, and technology, to co‑create solutions.
• 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, while managing multiple stakeholders.
• Communication: Exceptional storytelling ability, translating complex data and design concepts into compelling narratives for diverse audiences.
• Mentorship: Willingness to coach junior team members, share knowledge, and foster a culture of continuous learning.

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 and help you refine your strategic thinking.
• Attend internal knowledge‑sharing sessions, workshops, and industry conferences to stay ahead of CX trends and emerging technologies.
• Access a curated library of research, case studies, and proprietary frameworks that deepen your expertise and provide a competitive edge.
• Earn certifications in design thinking, UX research, data analytics, and other relevant disciplines through our partnership with leading educational platforms.
• Progress through a clear career ladder that rewards impact, leadership, and innovation, with defined pathways to senior leadership roles.
• Engage in cross‑functional projects that broaden your skill set, from product strategy to technology implementation, preparing you for future executive roles.

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. We champion a growth mindset, where learning from failures is as valuable as celebrating successes.

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, ensuring that your impact is recognized and rewarded.
• Health, dental, and vision insurance for you and your dependents, supporting your well‑being and that of your loved ones.
• Generous paid time off, flexible working hours, and a remote‑work stipend to support work‑life balance.
• Professional development budget covering courses, certifications, and conference attendance, enabling continuous growth.
• Equity or profit‑sharing opportunities for full‑time team members, aligning your success with the company’s long‑term vision.
• Access to wellness programs, mental health resources, and a supportive employee assistance program.

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. We encourage you to showcase specific projects where you translated research into measurable business outcomes.

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.