Senior Customer Experience Strategist – Remote, Full‑Time, Data‑Driven Journey Optimization & CX Leadership at brighthush

About brighthush

brighthush is not just a marketing agency; it’s a catalyst for transformative customer relationships. Founded on the belief that every interaction can become a memorable brand moment, we partner with a spectrum of clients—from nimble startups to Fortune 500 giants—to fuse creative storytelling with advanced data science. Our mission is simple yet ambitious: to help brands turn fleeting encounters into lasting loyalty.

At brighthush, curiosity fuels innovation. Collaboration is the engine that powers our cross‑functional teams, and a relentless pursuit of excellence keeps us ahead of industry trends. Whether you’re a seasoned CX veteran or an emerging talent, you’ll find a dynamic environment where your ideas shape the future of customer engagement.

Role Overview

We’re seeking a Senior Customer Experience Strategist who thrives in a fully remote, fast‑paced setting and is passionate about translating customer insights into actionable, high‑impact strategies. In this full‑time role, you will partner with marketing, product, sales, and support teams to design, implement, and refine customer journeys that delight and retain. Your analytical mindset, coupled with a creative flair, will elevate the brand experience for our diverse client base.

Why brighthush?

• Impact at Scale: Lead projects that influence millions of customers worldwide.
• Remote Flexibility: Work from anywhere while staying connected to a vibrant virtual community.
• Continuous Learning: Access to industry conferences, workshops, and a generous learning stipend.
• Diversity & Inclusion: A culture that celebrates different perspectives and promotes belonging.
• Competitive Compensation: Market‑aligned salary, performance bonuses, and comprehensive benefits.
• Innovation Hub: Work with cutting‑edge CX technologies such as AI chatbots, voice assistants, and predictive analytics.

Key Responsibilities

• Design and execute end‑to‑end customer experience strategies that align with client objectives and brand values.
• Conduct qualitative and quantitative market research, including surveys, focus groups, and data mining, to surface actionable insights.
• Develop detailed customer journey maps, personas, and service blueprints that highlight pain points and opportunities.
• Collaborate with product, design, and engineering teams to embed CX considerations into feature development and release cycles.
• Define, track, and report on CX metrics (NPS, CSAT, CES, churn, lifetime value) using advanced analytics tools.
• Lead the creation and maintenance of customer service policies, playbooks, and training modules to ensure consistency across touchpoints.
• Coach and mentor junior team members on CX best practices, data interpretation, and stakeholder communication.
• Act as a brand ambassador, ensuring that every customer interaction reflects the client’s mission and tone.
• Stay abreast of emerging CX trends, technologies, and regulatory changes, and recommend innovations that keep our clients ahead of the curve.
• Partner with the marketing team to craft customer‑centric messaging, campaigns, and loyalty programs that drive engagement.
• Own the CX roadmap for key client accounts, aligning initiatives with business goals and revenue targets.
• Facilitate cross‑departmental workshops to surface customer pain points and co‑create solutions.
• Champion a data‑driven culture by advocating for the integration of CX metrics into executive dashboards.

Essential Qualifications

• Bachelor’s degree in Marketing, Business Administration, Psychology, or a related field.
• Minimum of 5 years of progressive experience in customer experience, CX strategy, or customer service leadership.
• Proven track record of delivering measurable improvements in customer satisfaction and retention.
• Strong analytical skills with proficiency in data visualization tools (Tableau, Power BI) and CRM platforms (Salesforce, HubSpot).
• Excellent written and verbal communication, with the ability to translate complex data into clear, actionable recommendations.
• Experience managing multiple projects simultaneously in a remote, cross‑functional environment.
• Demonstrated ability to influence stakeholders at all levels, from executives to frontline teams.
• Passion for continuous learning and a curiosity about emerging CX technologies (AI chatbots, voice assistants, etc.).
• Strong project management skills, with familiarity in Agile or Scrum frameworks.
• Ability to thrive in a fast‑changing, remote work environment while maintaining high productivity.

Preferred Qualifications

• Master’s degree in Business, Marketing, or a related discipline.
• Experience in a B2B SaaS or e‑commerce setting.
• Certifications in CX (e.g., CXPA, Certified Customer Experience Professional).
• Knowledge of UX research methodologies and design thinking frameworks.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.
• Experience with AI‑driven personalization engines or chatbot development.
• Published case studies or white papers on CX strategy.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing granular details.
• Data‑Driven Decision Making: Comfortable turning numbers into narratives.
• Stakeholder Management: Skilled at building consensus across diverse teams.
• Project Management: Proficient with Agile methodologies and project tracking tools.
• Customer Empathy: Deep understanding of customer emotions, motivations, and pain points.
• Adaptability: Thrives in a fast‑changing, remote work environment.
• Leadership: Inspires and mentors others to achieve CX excellence.
• Communication: Articulate complex concepts to both technical and non‑technical audiences.
• Innovation Mindset: Constantly seeks new ways to enhance the customer journey.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry itself. We offer:

• Structured mentorship programs pairing you with senior CX leaders.
• Annual CX conference sponsorships and access to industry thought leaders.
• Internal mobility across marketing, product, and analytics teams.
• Leadership development workshops focused on strategic influence and change management.
• Opportunities to lead high‑impact client engagements and present findings to C‑suite executives.
• Access to a curated library of CX research, case studies, and best‑practice playbooks.
• Regular “CX Hackathons” where teams prototype innovative solutions to real‑world challenges.

Work Environment & Culture

Our remote‑first culture is designed to foster collaboration, creativity, and well‑being:

• Weekly virtual coffee chats and monthly all‑hands meetings.
• Flexible work hours that respect personal time zones and life commitments.
• Fully equipped home office stipend and ergonomic support.
• Inclusive hiring practices and a zero‑tolerance policy for bias.
• Community service initiatives and volunteer days that give back to local communities.
• Monthly “Wellness Wednesdays” featuring guided meditation, fitness challenges, and mental health resources.
• Annual company retreats (virtual or in‑person) to strengthen team bonds and celebrate successes.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers:

• Competitive base salary aligned with industry benchmarks.
• Performance‑based bonuses and equity options.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching and financial wellness resources.
• Unlimited paid time off and a generous parental leave policy.
• Wellness stipend covering gym memberships, meditation apps, and mental health support.
• Annual learning stipend for courses, certifications, and conferences.
• Access to a digital library of industry journals, podcasts, and e‑books.
• Flexible work‑from‑home policy with a dedicated home‑office budget.

How to Apply

Ready to shape the future of customer experience with brighthush? Submit your resume, a cover letter detailing a CX initiative you’re proud of, and any relevant portfolio or case studies. We’re excited to hear how you’ll bring fresh perspectives and measurable impact to our team.

Join brighthush Today

At brighthush, we believe that exceptional customer experiences are the cornerstone of lasting brand success. If you’re a strategic thinker, data enthusiast, and customer advocate ready to make a difference from anywhere in the world, we want to hear from you. Apply now and become part of a team that turns customer insights into unforgettable journeys.