Senior Customer Experience Strategist – Driving Innovation in Digital Health & Customer Journey Design

About brighthush

brighthush is a trailblazing digital health organization that is redefining how patients, providers, and payers connect, communicate, and collaborate. With a mission to empower every individual to take control of their health journey, we blend cutting‑edge technology, data science, and human‑centered design to create seamless, personalized experiences. Our culture is built on curiosity, collaboration, and a relentless commitment to improving lives. If you’re passionate about turning complex challenges into intuitive, delightful interactions, brighthush is the place where your ideas can shape the future of healthcare.

Position Overview

We’re looking for a visionary Customer Experience Strategist to join our dynamic CX/DX team. In this role, you will be the catalyst for transforming how our customers interact with brighthush’s products and services. You’ll partner with senior leaders, conduct deep research, craft compelling journey maps, and prototype innovative solutions that resonate with our diverse user base. Your work will directly influence product roadmaps, inform strategic decisions, and elevate the overall customer experience across the organization.

Why brighthush?

• Impact: Shape the future of digital health by designing experiences that matter.
• Innovation: Work with the latest tools, methodologies, and data-driven insights.
• Growth: Access to continuous learning, mentorship, and career advancement.
• Culture: Inclusive, collaborative, and employee‑first environment.

Key Responsibilities

• Research & Trend Analysis: Identify emerging customer experience trends, conduct competitive benchmarking, and translate findings into actionable insights.
• Vision & Strategy Development: Collaborate with business leaders to craft vision statements, value propositions, and long‑term product strategies that align with organizational goals.
• Ideation & Prototyping: Lead ideation workshops, apply design thinking, and create low‑to‑high fidelity prototypes that showcase new concepts.
• Journey Mapping: Document and produce detailed customer journey maps, service blueprints, and experience artifacts that illuminate pain points and opportunities.
• Voice of the Customer (VoC): Champion the customer’s voice across product teams, ensuring that user feedback drives decision‑making.
• Agile & EBM Methodology: Demonstrate expertise in Agile, Enterprise Business Modeling (EBM), and goal‑setting frameworks to measure impact.
• Stakeholder Engagement: Build strong relationships with cross‑functional partners, conduct stakeholder interviews, and maintain alignment throughout the project lifecycle.
• Testing & Validation: Design and execute experience tests, gather data, and iterate on prototypes based on real‑world feedback.
• Innovation Advocacy: Facilitate workshops and events that spread design thinking and innovation practices across the organization.
• Compliance & Privacy: Ensure all customer experience initiatives adhere to healthcare regulations such as HIPAA and data privacy best practices.
• Continuous Improvement: Identify process gaps, recommend enhancements, and lead initiatives that streamline the CX workflow.

Essential Qualifications

• Bachelor’s degree in Business, Design, Human‑Centered Design, or a related field (or equivalent professional experience).
• 5–8 years of professional experience in customer experience, design strategy, or related roles.
• Proven track record of researching trends, conducting stakeholder interviews, and translating insights into tangible outcomes.
• Experience leading Voice of the Customer programs at an enterprise level.
• Strong understanding of product development from concept to prototype.
• Excellent communication skills—capable of presenting complex ideas to both technical and non‑technical audiences.
• Demonstrated ability to work collaboratively across multiple teams and influence without direct authority.
• Familiarity with Agile and EBM methodologies, including goal setting and measurement.
• Strong analytical mindset with the ability to synthesize data into actionable recommendations.

Preferred Qualifications

• Certification from a recognized customer experience organization (e.g., CXPA, Forrester, Medallia, Nielsen Norman Group, HFI, IAOIP).
• Experience in the healthcare industry, with knowledge of HIPAA and related data privacy regulations.
• Background in digital product design, UX research, or service design.
• Experience facilitating large‑scale workshops and design sprints.
• Proficiency in design and prototyping tools such as Figma, Sketch, InVision, or Adobe XD.
• Experience with data analytics tools (e.g., Tableau, Power BI) to support evidence‑based design decisions.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Design Thinking & Human‑Centered Design
• Customer Journey Mapping & Service Blueprinting
• Stakeholder Management & Influence
• Agile & EBM Methodologies
• Data Analysis & Insight Generation
• Prototyping & Rapid Experimentation
• Excellent Written & Verbal Communication
• Project Management & Prioritization
• Adaptability & Continuous Learning

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Experience Strategist, you’ll:

• Lead cross‑functional initiatives that directly influence product strategy and company direction.
• Mentor junior designers and researchers, fostering a culture of learning and collaboration.
• Participate in leadership development programs and industry conferences.
• Access to an extensive educational assistance plan, covering courses, certifications, and conferences.
• Opportunity to transition into senior CX leadership roles, product management, or innovation strategy.

Work Environment & Culture

brighthush thrives on a culture of transparency, inclusivity, and empowerment. Our remote‑first approach allows you to work from the comfort of your home while staying connected through:

• Weekly virtual stand‑ups and cross‑team syncs.
• Monthly town‑hall meetings with executive leadership.
• Access to a digital collaboration suite (Slack, Miro, Figma).
• Regular virtual coffee chats and informal networking events.

We value work‑life balance and encourage you to take advantage of flexible scheduling within the standard 8 am–5 pm window.

Remote Work Eligibility

brighthush offers remote work to employees residing in the following states:

• Arizona, Alabama, Arkansas, California, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Louisiana, Maryland, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin

Compensation & Benefits

Competitive salary range: USD $90,593.00 – $111,157.00 per year. In addition, you’ll receive:

• Top‑tier Health, Dental, and Vision insurance plans.
• 20 days of paid time off (PTO) plus 9 paid holidays.
• 4 weeks of paid parental leave.
• 401(k) plan with up to 5% company match—no vesting requirement.
• Adoption Assistance Program.
• Flexible Spending Account (FSA).
• Educational Assistance Plan and Professional Membership support.
• Referral Bonus Program—up to $750 for successful hires.

How to Apply

Ready to make a lasting impact on the future of digital health? Click the link below to submit your application and join the brighthush team.

Apply To This Job

Closing

As a Customer Experience Strategist at brighthush, you’ll be at the forefront of redefining how people experience healthcare. Your expertise will shape products that are not only functional but also deeply human. If you’re driven by curiosity, thrive in a collaborative environment, and want to leave a lasting mark on the industry, we encourage you to apply today. Let’s build the future of health together.