Senior Customer Experience Strategist – Healthcare & Digital Transformation Lead for Innovative Patient Engagement Solutions

About brighthush

At brighthush, we are redefining the way patients and providers interact with healthcare services. Our mission is to create seamless, transparent, and patient‑centric experiences that empower individuals to take control of their health journeys. By blending cutting‑edge technology with deep industry expertise, we deliver solutions that improve outcomes, reduce costs, and elevate the overall quality of care. As a forward‑thinking organization, we value curiosity, collaboration, and a relentless commitment to excellence.

Why Join brighthush?

When you become part of the brighthush family, you’ll experience a culture that celebrates innovation, fosters continuous learning, and rewards impact. We empower our people to own projects, experiment with new ideas, and drive measurable change across the healthcare ecosystem. Whether you’re a seasoned strategist or a rising star, you’ll find ample opportunities to grow, lead cross‑functional teams, and shape the future of patient experience.

Position Overview

We are seeking a highly skilled Senior Customer Experience Strategist to lead the design and execution of transformative customer journeys for our healthcare clients. In this role, you will translate complex stakeholder insights into actionable, prototype‑ready concepts that drive engagement, satisfaction, and loyalty. You will collaborate with product, design, data, and operations teams to embed a customer‑first mindset across all touchpoints.

Key Responsibilities

• Customer Experience Design: Craft holistic, end‑to‑end experience blueprints that align with business objectives and user needs.
• Ideation Leadership: Facilitate high‑impact ideation workshops, ensuring diverse perspectives and rapid concept validation.
• Trend & Voice of Customer (VoC) Research: Conduct rigorous trend analyses, stakeholder interviews, and enterprise VoC studies to uncover unmet needs and emerging opportunities.
• Prototype Development: Translate insights into low‑ and high‑fidelity prototypes, iterating based on user feedback and data insights.
• Stakeholder Management: Build strong relationships with internal and external partners, presenting findings and recommendations with clarity and influence.
• Strategic Roadmapping: Develop and maintain experience roadmaps that prioritize initiatives, allocate resources, and track impact metrics.
• Continuous Improvement: Champion a culture of experimentation, A/B testing, and data‑driven decision making across the customer experience function.

Essential Qualifications

• Bachelor’s degree in Business, Technology, Design, or a related field (or equivalent professional experience).
• 5–8 years of progressive experience in customer experience, design thinking, or service design roles.
• Proven track record of leading end‑to‑end experience projects from research to prototype and launch.
• Strong expertise in trend research, stakeholder interviews, and enterprise VoC methodologies.
• Excellent communication skills, with the ability to articulate complex concepts to both technical and non‑technical audiences.
• Proficiency in design and prototyping tools such as Figma, Sketch, Adobe XD, or similar.
• Experience working in a fast‑paced, remote, and cross‑functional environment.
• Fluency in English (both written and spoken).

Preferred Qualifications

• Healthcare industry knowledge, including familiarity with pharmacy, patient engagement, or health technology ecosystems.
• Experience with data analytics tools (e.g., Tableau, Power BI) to translate metrics into actionable insights.
• Background in agile product development or lean startup methodologies.
• Strong visual storytelling skills, with a portfolio showcasing user journey maps, service blueprints, and prototype work.
• Experience leading workshops or design sprints for large, distributed teams.

Core Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing granular details.
• Empathy & User Advocacy: Deep commitment to understanding and championing the end user.
• Analytical Rigor: Skilled at synthesizing data, identifying patterns, and deriving actionable insights.
• Collaboration & Influence: Comfortable working across disciplines and influencing stakeholders at all levels.
• Adaptability: Thrives in dynamic environments, quickly pivoting when priorities shift.
• Project Management: Strong organizational skills, with a track record of delivering projects on time and within scope.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. You will have access to:

• Mentorship programs pairing you with senior leaders in customer experience and product strategy.
• Annual learning budget for courses, certifications, and conferences.
• Internal knowledge‑sharing sessions and “Lunch & Learn” events featuring industry experts.
• Clear career pathways into senior leadership roles such as Director of Customer Experience, VP of Experience Strategy, or Chief Experience Officer.
• Opportunities to lead cross‑functional initiatives that span product, marketing, operations, and data science.

Work Environment & Culture

Our remote-first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours that respect your personal and professional life.
• Regular virtual team gatherings, hackathons, and social events to foster connection.
• A collaborative environment where ideas are valued and experimentation is encouraged.
• Access to cutting‑edge tools and resources that enable you to deliver world‑class experiences.

Compensation & Benefits

We offer a competitive salary range of USD 90,593 – 111,157 per year, commensurate with experience and qualifications. In addition, you will receive:

• 401(k) plan with company matching to help you build long‑term wealth.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Tuition reimbursement program to support your continued education and skill development.
• Comprehensive retirement plan and financial wellness resources.
• Generous parental leave for new parents, ensuring you can balance family and career.
• Health, dental, and vision insurance plans with competitive premiums.
• Wellness stipend, mental health support, and access to virtual fitness classes.

Job Details

• Category: Business Operations
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote – United States (states include 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)
• Languages: English

Ready to Make an Impact?

If you are passionate about transforming patient experiences, thrive in a collaborative remote environment, and want to lead initiatives that shape the future of healthcare, brighthush invites you to apply. Join us in creating transparent, patient‑centric solutions that make a real difference in people’s lives.