Senior Customer Experience Strategy & Analytics Lead – Driving Data‑Powered Patient Care Innovation, Transformation, and Excellence Across the U.S. – Remote Leadership Role at brighthush

About brighthush – A Data‑Driven, Compassionate Healthcare Innovator

brighthush is redefining how healthcare organizations connect with patients, clinicians, and staff. By harnessing the full spectrum of data—from electronic health records and patient feedback to operational metrics—we translate raw numbers into actionable insights that drive faster, smarter, and more humane care. Our cloud‑native platform delivers real‑time analytics, predictive modeling, and intuitive workflows that cut readmission rates, boost medication adherence, and streamline care coordination across the United States. At brighthush, we believe that data is only as powerful as the compassion it informs, and every feature we build is designed with the patient experience at its core.

Why This Role Matters in the Healthcare Landscape

The healthcare industry is experiencing an unprecedented data boom, yet many organizations struggle to turn that data into meaningful, patient‑centered actions. As the Senior Customer Experience Strategy & Analytics Lead, you will bridge that gap by creating a data‑rich framework that captures the entire customer journey—from onboarding to post‑implementation support. Your insights will shape product roadmaps, influence executive strategy, and ultimately improve outcomes for patients and providers alike. In a world where patient expectations are higher than ever, your work will be the catalyst that turns data into action, insight into strategy, and customers into advocates.

Position Overview

We are seeking an experienced, visionary leader who can design, execute, and continuously refine our CX measurement framework across the United States. In this remote‑first role, you will collaborate with product, engineering, sales, and executive leadership to ensure every touchpoint delivers a consistent, high‑quality experience for our users. You’ll be the catalyst that turns data into action, insight into strategy, and customers into advocates.

Key Responsibilities

• Define and evolve the CX strategy. Build a comprehensive, data‑rich framework that captures the full customer journey, from onboarding to post‑implementation support.
• Lead cross‑functional research initiatives. Design, execute, and analyze qualitative and quantitative studies, including surveys, interviews, usability tests, and cohort analyses.
• Translate insights into business impact. Present findings to senior stakeholders, recommend actionable improvements, and track the ROI of CX initiatives.
• Champion a culture of continuous improvement. Facilitate workshops, train teams on CX best practices, and embed customer‑centric metrics into daily operations.
• Manage project timelines and budgets. Oversee research projects from concept to delivery, ensuring on‑time, on‑budget completion.
• Collaborate with data science and product teams. Work closely with analysts to build predictive models and dashboards that surface real‑time CX signals.
• Stay ahead of industry trends. Monitor emerging CX methodologies, tools, and regulatory changes to keep brighthush at the cutting edge.
• Mentor and develop talent. Coach junior analysts and researchers, fostering a high‑performance, data‑driven culture.
• Represent brighthush externally. Speak at industry conferences, webinars, and partner events to showcase our CX vision and thought leadership.

Essential Qualifications

• Minimum 7 years of hands‑on experience in customer experience research, measurement, or related fields.
• Proven track record of influencing business strategy through data‑driven insights.
• Advanced analytical skills with proficiency in Excel, PowerPoint, and Power BI (or equivalent analytics platforms).
• Bachelor’s degree in Business, Mathematics, Statistics, Computer Science, or a related quantitative discipline.
• Strong communication skills – able to distill complex data into clear, compelling narratives for both technical and non‑technical audiences.
• Experience managing multi‑disciplinary teams or projects in a fast‑paced, remote environment.
• Knowledge of healthcare or SaaS ecosystems is a plus, but not required.

Preferred Qualifications

• Master’s degree or MBA with a focus on analytics, operations, or healthcare management.
• Experience with advanced statistical tools (R, Python, SAS) and data visualization suites beyond Power BI.
• Familiarity with NPS, CSAT, CES, and other industry‑standard CX metrics.
• Previous leadership role in a high‑growth tech company.
• Demonstrated ability to build and maintain stakeholder relationships across multiple business units.

Core Competencies & Skills

• Strategic Thinking – ability to see the big picture and align CX initiatives with business goals.
• Data Storytelling – craft narratives that inspire action and drive measurable change.
• Project Management – adept at juggling multiple priorities, setting realistic milestones, and delivering results on time.
• Collaboration – thrive in cross‑functional teams, building consensus and fostering a shared vision.
• Adaptability – comfortable navigating ambiguity, embracing change, and iterating quickly.
• Customer‑Obsessed – a deep empathy for end‑users and a relentless drive to improve their experience.
• Leadership – inspire and mentor others, fostering a culture of continuous learning and high performance.
• Technical Proficiency – comfortable working with data pipelines, dashboards, and statistical modeling.

Career Growth & Learning Opportunities

At brighthush, professional development is a shared responsibility. As a Senior CX Manager, you’ll:

• Lead high‑impact projects that shape the future of our product roadmap.
• Mentor junior analysts and researchers, building a pipeline of CX talent.
• Participate in leadership development programs, including executive shadowing and strategic workshops.
• Attend industry conferences, webinars, and training sessions at no cost to you.
• Explore lateral moves into product management, data science, or executive operations.
• Receive a dedicated learning budget for courses, certifications, and conferences.
• Benefit from a mentorship program that pairs you with senior leaders across the organization.

Work Environment & Culture

Our remote‑first model means you can work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and monthly all‑hands meetings.
• Dedicated Slack channels for real‑time collaboration.
• Quarterly virtual retreats that combine learning sessions with team‑building activities.
• A culture of psychological safety, where every voice is heard and every idea is valued.
• Flexible work hours that respect work‑life balance.
• Access to a digital wellness platform and mental health resources.
• Regular peer‑to‑peer recognition programs that celebrate achievements.

Compensation & Benefits

We offer a competitive salary range of $113,000 – $126,000 per year, commensurate with experience and qualifications. In addition, you’ll enjoy:

• 401(k) matching to help you plan for the future.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Health, dental, and vision insurance plans with comprehensive coverage.
• Parental leave policies that support both new parents and caregivers.
• Wellness stipend, mental health resources, and access to an employee assistance program.
• Professional development budget for courses, certifications, and conferences.
• Equity options as part of our long‑term incentive program.
• Monthly team‑building activities and quarterly virtual retreats.

How to Apply

Ready to make a tangible difference in the lives of patients, caregivers, and healthcare providers? Submit your application through our careers portal and join a team that’s as passionate about innovation as you are. We look forward to learning how your expertise can help us illuminate the path to brighter, more compassionate care for all.

Conclusion

As Senior Customer Experience Strategy & Analytics Lead at brighthush, you will be the catalyst that turns data into action, insight into strategy, and customers into advocates. If you’re a seasoned CX professional who thrives on analytical rigor, strategic influence, and collaborative problem‑solving, we want to hear from you. Bring your expertise, curiosity, and commitment to excellence, and help us drive the next wave of patient‑centric innovation.