Senior Customer Experience & Training Specialist – Driving Service Excellence, Continuous Improvement, and Team Empowerment at brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that has been shaping the insurance landscape for over 125 years. We empower the people who protect and inspire others—our agents, partners, and communities—by delivering innovative, specialized insurance solutions that keep them safe and confident. At brighthush, we don’t just provide coverage; we Stand for Good by fostering a culture of dignity, respect, diversity, inclusion, and belonging. Our employees thrive in an environment where collaboration, continuous learning, and a shared commitment to excellence are woven into every interaction.

Why Join brighthush?

As a Senior Customer Experience & Training Specialist, you will be at the heart of our mission to elevate service quality and empower our frontline teams. You’ll work alongside leaders in Operations, Quality, and Learning & Development to design, deliver, and refine training programs that drive measurable improvements in customer satisfaction, agent performance, and business outcomes. Your impact will be felt across the organization—from new hires to seasoned professionals—helping them grow, succeed, and ultimately protect the communities we serve.

Key Responsibilities

• Training Needs Analysis: Conduct comprehensive assessments—via surveys, performance data, and direct observations—to identify skill gaps and training opportunities across all customer service functions.
• Program Design & Delivery: Create engaging, role‑specific training modules (in‑person, virtual, and blended formats) that align with brighthush’s strategic goals and compliance requirements.
• Coaching & Mentoring: Provide one‑on‑one coaching sessions, feedback loops, and on‑the‑job support to agents, ensuring mastery of processes, products, and customer‑centric behaviors.
• Stakeholder Collaboration: Partner with Commercial Operations leadership, Quality Analysts, and Learning & Development to co‑create training roadmaps, track progress, and iterate on content.
• Performance Measurement: Use classroom assessments, real‑time observations, and key performance indicators to evaluate training effectiveness and recommend continuous improvement actions.
• Content Development: Draft, edit, and maintain high‑quality training materials, job aids, and knowledge bases that reflect the latest industry trends and regulatory changes.
• Data‑Driven Insights: Analyze quality, productivity, and customer feedback data to surface trends, uncover root causes, and propose actionable solutions.
• Culture Champion: Foster a learning culture by celebrating successes, encouraging peer learning, and integrating coaching into daily workflows.

Essential Qualifications

• Bachelor’s degree in Business, Education, Communications, or a related field (or equivalent professional experience).
• Minimum of 4 years’ experience in the insurance industry, with a strong focus on customer service.
• At least 4 years of hands‑on customer service experience, demonstrating a deep understanding of frontline operations.
• Property and casualty insurance license (required) with a commitment to ongoing renewal and compliance.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Teams).
• Excellent written and verbal communication skills, with the ability to craft clear, engaging training content.
• Strong presentation and facilitation skills across multiple platforms (webinars, virtual classrooms, in‑person sessions).
• Analytical mindset with the ability to interpret data, identify trends, and recommend actionable improvements.
• Self‑starter who thrives in both independent and collaborative settings.

Preferred Qualifications

• 2+ years of formal training or instructional design experience.
• CISR (Certified Insurance Service Representative) designation or similar credentials.
• Experience with learning management systems (LMS) and e‑learning authoring tools.
• Knowledge of performance improvement methodologies such as Six Sigma, Lean, or Kaizen.
• Background in developing coaching frameworks and metrics for continuous improvement.

Core Competencies & Skills

• Customer‑Centric Mindset: Passion for delivering exceptional service and a genuine desire to help customers succeed.
• Instructional Design: Ability to translate complex concepts into clear, actionable learning experiences.
• Coaching & Mentoring: Skilled at building trust, providing constructive feedback, and fostering growth.
• Analytical Thinking: Strong data literacy to assess performance, identify gaps, and measure impact.
• Project Management: Proven track record of managing multiple training initiatives simultaneously.
• Adaptability: Comfortable navigating change, embracing new technologies, and adjusting to evolving business needs.
• Collaboration: Effective cross‑functional communication with leaders, analysts, and subject‑matter experts.
• Attention to Detail: Meticulous in content creation, compliance adherence, and quality assurance.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels our success. As a Senior Customer Experience & Training Specialist, you will have access to:

• Structured career pathways that can lead to roles in Learning & Development Leadership, Operations Strategy, or Customer Experience Management.
• Mentorship programs with senior leaders who share their expertise and insights.
• Regular training on emerging industry trends, new technologies, and best practices in coaching and facilitation.
• Opportunities to lead cross‑functional projects, influencing company‑wide initiatives.
• Access to an internal learning portal featuring courses, webinars, and certifications.

Work Environment & Culture

brighthush embraces a hybrid work model that balances remote flexibility with collaborative in‑office sessions. Our culture is built on:

• Open communication and transparency at all levels.
• Recognition of individual and team achievements.
• Commitment to diversity, equity, and inclusion—ensuring every voice is heard.
• Continuous improvement mindset—every challenge is an opportunity to learn.
• Community engagement initiatives that allow employees to give back.

Compensation & Benefits

We offer a competitive salary range of $57,000–$85,000, commensurate with experience, education, and performance. In addition to base pay, you will enjoy:

• Performance‑based bonuses tied to individual and team metrics.
• Comprehensive health, dental, and vision plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including mental health resources.
• Access to an extensive learning library and industry conferences.

How to Apply

If you are passionate about elevating customer experience, building high‑performing teams, and driving continuous improvement, we want to hear from you. Join brighthush and help us Stand for Good by protecting those who serve and inspire others. Click the link below to submit your application and start your journey with us today.