Senior Customer Experience Strategist – Visionary Leader for Member‑Centric Growth & CX Innovation at brighthush

About brighthush – Empowering Wellness Through Insightful Technology

At brighthush, our mission is simple yet profound: empower every individual to own their inner potential. Through our award‑winning wearable and its intuitive companion app, we help a global community gain deep, actionable insight into readiness, activity, and sleep quality. Millions have already transformed their health habits thanks to the daily guidance and practical steps delivered by the brighthush Ring. As a fast‑growing leader in digital health and wellness, we are committed to fostering a culture where our people thrive both inside and outside the office, living the very values we champion for our members.

Why This Role Matters

The Senior Customer Experience (CX) Strategist sits at the heart of our Member Experience organization. Reporting directly to the Director of CX Strategy & Program Management, you will be the chief architect of the experiences that delight, retain, and grow our members. Your strategic vision will translate raw data, member feedback, and industry trends into concrete, high‑impact initiatives that keep the customer at the center of every decision.

Key Responsibilities – Shaping the Future of Member Experience

• Strategic Planning & Execution: Design, prioritize, and roll out comprehensive CX strategies that elevate the end‑to‑end member journey, aligning each initiative with brighthush’s broader business objectives.
• Data‑Driven Insight & Continuous Improvement: Dive deep into quantitative and qualitative data sources—surveys, usage analytics, support tickets—to surface pain points, uncover trends, and recommend targeted enhancements.
• Customer Journey Mapping: Build and maintain dynamic journey maps that visualize every touchpoint, from onboarding to long‑term engagement, highlighting opportunities for friction reduction and delight creation.
• Industry Research & Trend Analysis: Stay ahead of the curve by monitoring best practices, emerging technologies, and competitor moves. Translate findings into actionable recommendations that differentiate brighthush in the digital health space.
• Performance Monitoring & Reporting: Establish robust KPI frameworks, develop dashboards, and produce executive‑level reports that communicate CX health, ROI, and progress against strategic goals.
• Cross‑Functional Collaboration: Partner closely with Product, Engineering, Marketing, Analytics, and Support teams to embed CX considerations into product roadmaps, feature design, and communication plans.
• Documentation & Knowledge Management: Create clear project charters, timelines, status updates, and post‑mortem analyses to ensure transparency and institutional learning.
• Champion Customer‑Centric Culture: Lead workshops, training sessions, and internal communications that embed CX principles across the organization, fostering a shared commitment to member success.
• Risk Identification & Mitigation: Anticipate potential obstacles to CX initiatives, develop contingency plans, and proactively address issues to keep projects on schedule and within scope.

Essential Qualifications – What You Bring to the Table

• Minimum 8 years of experience in CX strategy, customer insights, or related fields, with a proven record of delivering measurable improvements.
• Expertise in data analysis, trend identification, and translating insights into strategic actions.
• Strong financial acumen: ability to conduct ROI analysis, budgeting, forecasting, and modeling to justify CX investments.
• Demonstrated project‑management proficiency—delivering complex, cross‑functional initiatives on time and within budget.
• Leadership experience influencing senior executives, securing buy‑in, and cascading strategic direction throughout an organization.
• Exceptional problem‑solving, analytical, and critical‑thinking capabilities focused on the customer experience.
• Outstanding written and verbal communication skills, with the ability to tailor messaging for diverse audiences.
• Hands‑on experience with project‑management tools such as Jira, Confluence, or similar platforms.
• Deep customer‑service orientation and a passion for advocating on behalf of members.

Preferred Qualifications – Nice‑to‑Have Extras

• Background in consumer technology, SaaS, subscription models, or digital health/wellness ecosystems.
• Experience building or scaling CX analytics and reporting capabilities, including dashboards and narrative reports.
• Management‑consulting experience, especially in structuring ambiguous problems and presenting recommendations to C‑suite leaders.
• Healthcare or health‑tech exposure, enabling credible conversations around care navigation and health initiatives.

Core Skills & Competencies for Success

• Strategic Vision: Ability to see the big picture while meticulously executing on tactical details.
• Empathy & Member Advocacy: Genuine curiosity about member needs and a relentless drive to improve their experience.
• Analytical Rigor: Proficiency with data‑visualization tools (e.g., Tableau, Power BI) and statistical analysis.
• Collaboration & Influence: Skilled at building relationships across functions and persuading stakeholders.
• Change Management: Comfortable leading initiatives that shift mindsets, processes, and cultural norms.
• Agile Mindset: Familiarity with agile methodologies and the ability to adapt quickly to evolving priorities.

Compensation, Perks & Benefits – Investing in You

Competitive Salary & Equity: Brighthush offers a market‑aligned salary range with equity participation, reflecting the value you bring to the organization.

Health & Wellness Package: Comprehensive medical, dental, vision, and mental‑health resources. Every employee receives a brighthush Ring for personal use, plus generous discounts for friends and family.

Paid Time Off & Flexible Wellness Days: 20 days PTO, 13 paid holidays, and 8 additional wellness days to recharge.

Parental & Sick Leave: Paid parental leave and sick leave to support life’s important moments.

Remote‑First Flexibility: This role is fully remote within the United States, with a slight preference for East‑Coast candidates to align with core team collaboration windows.

Professional Development: Access to learning budgets, conferences, and internal mentorship programs to accelerate your career trajectory.

Culture & Work Environment at brighthush

At brighthush, we believe that a thriving workforce fuels a thriving product. Our culture is built on four pillars:

• Purpose‑Driven Impact: Every project ties back to our mission of empowering healthier, happier lives.
• Inclusivity & Belonging: We celebrate diverse perspectives and create an environment where every voice is heard.
• Continuous Learning: Curiosity is rewarded; we provide the tools, time, and support for you to grow.
• Well‑Being First: From the brighthush Ring you wear to wellness‑focused benefits, we practice what we preach.

Career Growth – Your Path Forward

As a senior leader in CX, you will have clear pathways to expand your influence:

• Potential progression to Director of CX Strategy or VP of Member Experience as the organization scales.
• Opportunities to lead cross‑functional innovation labs focused on emerging health technologies.
• Access to executive mentorship and strategic projects that shape company‑wide direction.

Application Process & Next Steps

If you are ready to champion a member‑first mindset, translate data into delight, and drive strategic change at a high‑growth digital health leader, we want to hear from you. Submit your resume and a compelling cover letter outlining how your experience aligns with the responsibilities and qualifications above.

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Applicants will be considered without regard to race, color, religion, gender, sexual orientation, national origin, disability, veteran status, or any other protected characteristic.

We also take the safety of our candidates seriously. Beware of scams: brighthush will never request personal identification or payment for equipment upfront, and official offers are delivered through secure channels only.

Join brighthush – Shape the Future of Wellness

Ready to make a lasting impact on millions of lives? Apply today and become a catalyst for change at brighthush.