Senior Customer Experience Strategist – Global Health & Wellness Brand – Driving Data‑Driven CX Transformation
About brighthush
brighthush is a trailblazing health‑tech company that empowers millions of people worldwide to unlock their inner potential. By combining cutting‑edge wearable technology with a seamless, data‑rich mobile experience, we help our global community gain deeper insight into their readiness, activity, and sleep quality. Our award‑winning products and evidence‑based recommendations have already transformed the lives of countless users, inspiring healthier, happier, and more purposeful living.
At brighthush, we believe that the journey to wellness begins with a single step—and that step is a commitment to continuous improvement. We are a fast‑growing, purpose‑driven organization that values curiosity, empathy, and collaboration. Our team is built on the conviction that every member of our community, from our engineers to our customer‑success specialists, plays a vital role in shaping the future of health and wellness.
Why Join brighthush?
- Be part of a mission that touches millions of lives and drives measurable health outcomes.
- Work in a culture that celebrates data‑driven decision making, creative problem solving, and cross‑functional collaboration.
- Enjoy a fully remote, flexible work environment with a focus on work‑life balance.
- Access to a comprehensive benefits package, including competitive salary, equity, health coverage, and wellness perks.
- Grow your career through mentorship, continuous learning, and exposure to senior leadership.
Role Overview
As a Senior Customer Experience (CX) Strategist at brighthush, you will be the catalyst for elevating the entire customer journey. Reporting directly to the Director of CX Strategy & Program Management, you will lead the design, execution, and measurement of CX initiatives that align with our business goals and the evolving needs of our members. Your strategic vision, analytical rigor, and collaborative mindset will ensure that every touchpoint delivers delight, trust, and lasting value.
Key Responsibilities
- Strategic Planning & Execution: Develop comprehensive CX roadmaps that integrate product, engineering, marketing, and support functions. Translate high‑level goals into actionable plans, set clear milestones, and ensure alignment with organizational priorities.
- Data‑Driven Insight & Continuous Improvement: Own the end‑to‑end data pipeline for customer feedback, usage analytics, and satisfaction metrics. Identify trends, uncover pain points, and recommend targeted interventions that drive measurable improvements.
- Customer Journey Mapping: Create detailed journey maps and service blueprints that visualize every member interaction. Highlight friction points, opportunities for delight, and cross‑functional dependencies.
- Industry & Competitive Intelligence: Conduct deep dives into industry best practices, emerging CX technologies, and competitor strategies. Translate insights into actionable recommendations that differentiate brighthush in the health‑tech space.
- Performance Monitoring & Reporting: Build and maintain a robust CX dashboard ecosystem. Track KPIs such as NPS, CSAT, churn, and lifetime value. Deliver executive‑level reports that contextualize performance and recommend next steps.
- Cross‑Functional Collaboration: Partner with product, engineering, marketing, sales, and support teams to embed CX considerations into every stage of the product lifecycle. Facilitate workshops, co‑design sessions, and sprint reviews.
- Documentation & Knowledge Management: Produce and maintain living documents—project plans, journey maps, best‑practice guides, and post‑mortem analyses—ensuring knowledge is captured and shared across the organization.
- Customer‑Centric Culture Champion: Lead initiatives that embed CX thinking into daily workflows. Train teams on empathy mapping, voice‑of‑customer frameworks, and service design principles.
- Risk & Issue Management: Identify potential roadblocks to CX projects, develop mitigation plans, and keep stakeholders informed of progress and risks.
Essential Qualifications
- Minimum 8 years of progressive experience in CX strategy, customer success, or related roles within consumer tech, SaaS, or health‑tech environments.
- Proven track record of designing and delivering large‑scale CX initiatives that deliver measurable business impact.
- Strong analytical mindset: proficiency in SQL, Excel, and data visualization tools (Tableau, Looker, Power BI).
- Deep understanding of financial concepts—ROI analysis, budgeting, forecasting, and modeling—to justify CX investments.
- Project management expertise: experience with Jira, Confluence, Asana, or similar tools; ability to manage multiple concurrent initiatives.
- Exceptional communication skills—both written and verbal—capable of influencing senior leaders and cross‑functional teams.
- Leadership experience: leading cross‑functional workshops, steering committees, or executive‑level strategy sessions.
- Customer‑first mindset with a passion for creating frictionless, delightful experiences.
Preferred Qualifications
- Background in management consulting, with a history of solving ambiguous problems and presenting data‑driven recommendations to C‑suite.
- Experience building or scaling CX analytics and reporting frameworks—dashboards, narrative reports, and KPI ecosystems.
- Knowledge of healthcare or health‑tech ecosystems, including care navigation, patient engagement, and regulatory considerations.
- Experience in subscription‑based business models and churn reduction strategies.
- Familiarity with agile product development and design thinking methodologies.
Core Competencies & Skills
- Strategic Thinking & Visionary Leadership
- Data Analysis & Insight Generation
- Customer Journey Design & Service Blueprinting
- Project Management & Execution Excellence
- Stakeholder Management & Influence
- Change Management & Culture Building
- Financial Acumen & ROI Justification
- Communication & Storytelling
- Adaptability & Resilience in a Fast‑Paced Environment
Career Growth & Learning Opportunities
At brighthush, we invest heavily in the professional development of our people. As a Senior CX Strategist, you will:
- Lead high‑impact projects that shape the future of our product and service ecosystem.
- Mentor junior CX analysts and designers, fostering a culture of continuous learning.
- Participate in leadership development programs and cross‑functional rotations.
- Attend industry conferences, workshops, and webinars to stay ahead of CX trends.
- Contribute to thought leadership pieces, white papers, and internal knowledge bases.
Work Environment & Culture
- Fully remote, with a preference for East Coast time zones to support synchronous collaboration.
- Flexible work hours and a results‑oriented approach that values output over presence.
- Inclusive, collaborative culture that celebrates diverse perspectives and encourages open dialogue.
- Regular virtual team building events, hackathons, and wellness challenges.
- Transparent communication from leadership, with quarterly town halls and open Q&A sessions.
Compensation & Benefits
While specific offers are tailored to individual experience and market conditions, brighthush provides a competitive total rewards package that includes:
- Base salary commensurate with experience and market benchmarks.
- Equity options that align your success with the company’s growth.
- Comprehensive health, dental, and vision insurance plans.
- Mental health resources, including counseling services and wellness apps.
- Paid time off: 20 days of vacation, 13 paid holidays, and 8 flexible wellness days.
- Paid sick leave and parental leave policies that support work‑life balance.
- Employee wellness stipend and access to a personal health coach.
- Discounts on brighthush products for you and your family.
How to Apply
If you are passionate about creating transformative customer experiences and thrive in a data‑driven, collaborative environment, we would love to hear from you. Submit your resume, a cover letter outlining your CX achievements, and any relevant portfolio or case studies through our careers portal.