Senior Customer Experience Strategist – Global Member Experience Leader, Data‑Driven CX Architect, Remote US Position

About brighthush

At brighthush, we believe that every individual deserves to unlock their full potential. Our award‑winning wearable technology and connected app empower millions worldwide to gain deeper insights into their readiness, activity, and sleep quality. By delivering actionable data and personalized guidance, we help people adopt healthier habits and live more vibrant lives. As a rapidly expanding company at the intersection of consumer tech, digital health, and wellness, we are committed to fostering a culture of innovation, inclusivity, and continuous learning.

Why Join brighthush?

Working at brighthush means being part of a mission‑driven team that is reshaping how people understand and improve their well‑being. We offer:

• Competitive salary and equity packages that reward impact and growth.
• Comprehensive health, dental, vision, and mental‑health benefits.
• Access to a personal brighthush Ring and exclusive discounts for friends and family.
• Generous paid time off: 20 days of PTO, 13 paid holidays, and 8 days of flexible wellness time.
• Paid sick leave, parental leave, and a supportive work‑life balance.
• Remote work flexibility with a slight preference for East Coast locations.
• Continuous learning opportunities, mentorship, and a clear career progression path.

Role Overview

As a Senior Customer Experience Strategist within our Member Experience organization, you will be a pivotal force in shaping the way brighthush engages with its global community. Reporting directly to the Director of CX Strategy & Program Management, you will lead cross‑functional initiatives that place the customer at the heart of every product, service, and interaction. Your strategic vision, data‑driven insights, and collaborative mindset will help us elevate the overall experience, drive loyalty, and unlock new growth opportunities.

Key Responsibilities

• Strategic Planning & Execution: Develop comprehensive CX roadmaps that align with business objectives and customer needs. Translate strategy into actionable plans, set clear milestones, and ensure seamless execution across product, engineering, marketing, and support teams.
• Data Analysis & Continuous Improvement: Dive deep into customer feedback, usage metrics, and market research. Identify pain points, uncover trends, and recommend targeted interventions that enhance the journey from discovery to advocacy.
• Customer Journey Mapping: Create detailed journey maps and service blueprints that visualize touchpoints, emotions, and opportunities for optimization. Use these artifacts to guide design thinking workshops and cross‑functional alignment sessions.
• Industry Research & Trend Analysis: Stay ahead of the curve by monitoring CX best practices, emerging technologies, and competitive landscapes. Translate insights into actionable strategies that differentiate brighthush in the digital health space.
• Performance Monitoring & Reporting: Build and maintain a robust CX KPI framework. Deliver regular dashboards, executive summaries, and data‑rich narratives that illuminate progress, challenges, and ROI.
• Cross‑Functional Collaboration: Partner with product, engineering, marketing, sales, and customer support to embed CX principles into every stage of the product lifecycle. Champion a customer‑centric mindset across the organization.
• Documentation & Knowledge Management: Produce clear project documentation, including plans, timelines, risk registers, and status reports. Ensure all stakeholders have access to up‑to‑date information.
• Customer‑Centric Culture Champion: Lead workshops, training sessions, and internal communications that reinforce the importance of empathy, ownership, and data‑driven decision making.
• Risk Management: Identify potential risks to CX initiatives, develop mitigation plans, and proactively address obstacles that could derail project success.

Essential Qualifications

• Minimum 8 years of experience in CX strategy, customer success, or related fields, with a proven track record of delivering measurable business impact.
• Expertise in data analysis, segmentation, and deriving actionable insights from complex datasets.
• Strong financial acumen: budgeting, ROI analysis, forecasting, and modeling to justify CX investments.
• Project management proficiency: ability to manage multiple initiatives, track progress, and deliver on time and within budget.
• Demonstrated leadership in influencing executive decision making and cascading strategy to operational teams.
• Excellent problem‑solving skills and a consultative mindset when addressing stakeholder concerns.
• Superior communication and interpersonal skills, with the ability to translate technical insights into compelling narratives for diverse audiences.
• Hands‑on experience with project management tools such as Jira, Confluence, or equivalent.
• Customer‑service orientation: a deep understanding of what drives loyalty, retention, and advocacy.

Preferred Qualifications

• Experience in consumer tech, SaaS, subscription, or digital health/wellness environments.
• Track record of building or maturing CX analytics and reporting capabilities (dashboards, narrative reports).
• Background in management consulting, with a history of structuring ambiguous problems and presenting recommendations to senior leaders.
• Knowledge of healthcare or health‑tech ecosystems, enabling credible engagement on care navigation and related initiatives.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Customer Journey Design & Mapping
• Stakeholder Management & Influence
• Project & Program Management
• Financial Analysis & Budgeting
• Communication & Storytelling
• Agile & Lean Methodologies
• Continuous Improvement & Innovation
• Cross‑Functional Collaboration

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Mentorship from senior leaders across product, engineering, and business units.
• Paid training programs, certifications, and conference sponsorships.
• Internal mobility pathways that allow you to explore roles in product management, data science, or executive leadership.
• Regular feedback loops and performance reviews that help you set ambitious goals and track progress.
• Opportunities to lead high‑impact projects that shape the future of digital health.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a relentless focus on the customer. You’ll find:

• A remote‑first environment that supports flexible schedules and a healthy work‑life balance.
• Weekly cross‑functional huddles that keep teams aligned and foster a sense of community.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Regular town‑hall meetings where leadership shares company vision, wins, and challenges.
• A playful, energetic atmosphere that encourages experimentation and celebrates learning from failure.

Compensation & Benefits

While specific offers will be tailored to your experience, location, and market conditions, brighthush offers:

• Competitive base salary ranges (US): $117,300 – $138,000 (Region 3), $130,050 – $153,000 (Region 2), $143,650 – $169,000 (Region 1).
• Equity options that align your success with the company’s growth.
• Full‑coverage health, dental, vision, and mental‑health benefits.
• Paid parental leave, sick leave, and flexible wellness days.
• Generous paid time off and holidays.
• Access to a personal brighthush Ring and exclusive discounts.
• Professional development budget and conference sponsorships.

Application Process

Ready to make a lasting impact on the lives of millions? Submit your application through our careers portal. We review each submission carefully and will reach out to qualified candidates for a conversation. Please note that we do not accept agency resumes and will not provide a referral fee for any third‑party referrals.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion, sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws.

Disability Accommodation

We are committed to providing reasonable accommodations to individuals with disabilities throughout the interview process and in the workplace. If you require an accommodation, please let us know.

Security & Scam Awareness

Beware of fake job offers. Official brighthush positions are posted only on the brighthush Careers page and trusted job boards. We will never ask for personal information such as IDs or payment for equipment upfront. Official offers are sent via secure channels after a verbal agreement, not via text or email.

Ready to Join Us?

If you are a visionary CX leader who thrives on data, strategy, and collaboration, we want to hear from you. Join brighthush and help us empower millions to live healthier, happier lives.