Senior Customer Experience Tester – Remote – AI Usability & User Research Specialist at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses to create intelligent, human‑centric products. Our mission is to blend cutting‑edge AI with intuitive design, ensuring that every interaction feels natural, efficient, and delightful. With a global footprint that spans Australia, Canada, Ireland, New Zealand, and the United States, we collaborate with industry leaders in finance, healthcare, e‑commerce, and beyond. At brighthush, we believe that great products start with great experiences, and that’s why we invest heavily in research, testing, and continuous improvement.

Role Overview

As a Senior Customer Experience Tester you will be the guardian of usability across our AI‑driven platforms. You will work remotely, collaborating with cross‑functional teams—including product managers, designers, engineers, and data scientists—to validate that our solutions not only perform technically but also resonate with real users. Your insights will shape product roadmaps, influence design decisions, and ultimately drive customer satisfaction and retention.

Why This Role Matters

In an era where AI can transform everyday tasks, the line between a great product and a frustrating one is razor‑thin. Your meticulous testing will uncover hidden friction points, reduce error rates, and help us deliver experiences that feel effortless. By bridging the gap between technical capability and human expectation, you’ll play a pivotal role in ensuring that brighthush’s innovations are not just powerful, but also accessible and trustworthy.

Key Responsibilities

• Design and Execute Test Plans: Craft detailed test scenarios that cover a wide range of user journeys, from onboarding to advanced feature usage.
• Follow Usability Criteria: Apply established usability heuristics—such as Nielsen’s 10 principles—to assess each interaction step.
• Record Observations: Capture real‑time findings, noting points of confusion, friction, and any errors encountered.
• Reproduce and Document Failures: Systematically replicate issues, documenting the exact conditions, steps, and impact for reproducibility.
• Validate Test Outcomes: Ensure that test logs accurately reflect observed results, maintaining data integrity.
• Flag Unresolved Questions: Highlight ambiguities or gaps in design that require further investigation or clarification.
• Collaborate with Stakeholders: Present findings to product, design, and engineering teams, offering actionable recommendations.
• Continuous Improvement: Contribute to the evolution of our testing framework, tools, and best practices.

Essential Qualifications

• Professional‑level proficiency in English (written and verbal) to articulate findings clearly and concisely.
• Strong analytical mindset with the ability to dissect complex user flows and identify root causes of usability issues.
• Experience conducting usability tests, user research, or quality reviews in a product‑centric environment.
• Proficiency with testing tools (e.g., Lookback, UserTesting, PlaybookUX) and data capture platforms.
• Reliable high‑speed internet connection and a dedicated home‑working setup that supports screen sharing, video recording, and real‑time collaboration.
• Excellent organizational skills, ensuring that test records are accurate, up‑to‑date, and easily accessible.

Preferred Qualifications

• Background in Human‑Computer Interaction (HCI), Psychology, Design, or related fields.
• Familiarity with AI and machine‑learning product lifecycles.
• Experience with remote usability testing across multiple time zones.
• Knowledge of accessibility standards (WCAG 2.1) and inclusive design principles.
• Previous involvement in agile product development cycles.

Skills & Competencies

• Critical Thinking: Ability to evaluate user behavior and system responses objectively.
• Communication: Clear, concise reporting and the capacity to translate technical findings into business‑friendly language.
• Attention to Detail: Precision in documenting steps, conditions, and outcomes.
• Collaboration: Comfortable working with multidisciplinary teams across remote locations.
• Adaptability: Flexibility to pivot testing focus based on evolving product priorities.
• Empathy: Deep understanding of user needs and pain points.

Career Growth & Learning Opportunities

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

• Mentorship from senior product and design leaders.
• Regular training sessions on the latest usability research, AI ethics, and emerging UX tools.
• Opportunities to lead cross‑functional initiatives, such as defining usability metrics or spearheading a new testing framework.
• Conferences and workshops—both virtual and in‑person—where you can network with industry experts.
• A clear career ladder that moves from Tester to Lead Tester, Product Analyst, or UX Research Lead.

Work Environment & Company Culture

brighthush thrives on a culture of curiosity, collaboration, and continuous improvement. Key cultural pillars include:

• Remote‑First Flexibility: Work from any of the supported regions with a fully equipped home office stipend.
• Inclusive Community: Diverse teams that celebrate different perspectives and backgrounds.
• Transparent Communication: Regular all‑hands meetings, open‑door policy, and real‑time feedback loops.
• Impact‑Driven Projects: Your work directly influences product decisions and customer satisfaction metrics.
• Wellness & Balance: Unlimited vacation, mental‑health resources, and quarterly virtual team retreats.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that reflects your expertise and the value you bring. Benefits typically include:

• Health, dental, and vision insurance (where applicable).
• Retirement savings plan with company match.
• Professional development budget.
• Performance bonuses tied to product success metrics.
• Equity options for senior roles.
• Flexible work hours and remote work stipend.

How to Apply

Ready to shape the future of AI‑powered user experiences? Submit your resume, a brief cover letter highlighting your usability testing achievements, and any relevant portfolio or case studies. We’ll review your application promptly and schedule a conversation to explore how your skills align with our mission.

Closing

At brighthush, we’re building products that people love to use. If you’re passionate about turning data into delightful experiences, thrive in a fast‑paced remote environment, and want to make a tangible impact on millions of users, we want to hear from you. Join us as a Senior Customer Experience Tester and help us turn complex AI into everyday magic.