Senior Customer Intelligence Analyst – AI‑Driven CX & Revenue Optimization Lead, Remote Cloud‑First Platform at brighthush – Championing Data‑Powered Customer Success & Growth

About brighthush

brighthush is more than a cloud‑based platform; it’s a movement that redefines how businesses understand, anticipate, and delight their customers. By marrying cutting‑edge artificial intelligence with a relentless focus on data integrity, we empower enterprises across SaaS, finance, retail, and beyond to turn every customer interaction into a strategic advantage. Our AI‑first operating model predicts needs before they’re voiced, drives revenue retention, and transforms raw data into actionable insights that shape product roadmaps, marketing campaigns, and support strategies.

Founded on the belief that data should be a catalyst for human connection, brighthush has grown into a global leader with a diverse portfolio of clients ranging from early‑stage startups to Fortune 500 organizations. We pride ourselves on an inclusive, collaborative culture where ideas flourish, experimentation is encouraged, and every team member is empowered to make an impact. Whether you’re a seasoned data scientist, an analytical strategist, or a visionary product thinker, brighthush offers a platform where your expertise can shape the future of customer experience.

Why This Role Matters

The Senior Customer Intelligence Analyst sits at the heart of our CX360 initiative—a comprehensive, AI‑driven framework that transforms raw customer signals into strategic actions. By owning the analytical foundation behind CX360, you will define scoring frameworks, predictive indicators, and friction models that directly influence retention, upsell, and operational efficiency. Your work will become the compass for product development, marketing strategy, and customer support, ensuring that every interaction is optimized for value and delight.

In an era where customer experience is a key differentiator, the insights you generate will shape the way brighthush’s leadership teams make data‑backed decisions that keep our customers satisfied, our revenue growing, and our operations lean. Your analytical rigor will translate into tangible business outcomes, driving measurable improvements in key metrics such as Gross Revenue Retention (GRR), Customer Acquisition Cost (CAC), and Net Promoter Score (NPS).

Key Responsibilities

• Deliver Trusted Customer Intelligence: Provide accurate, decision‑ready insights across Product, CX, Operations, and executive leadership. Own the integrity of scoring models and maintain clear ownership of data quality.
• Define & Govern Scoring Frameworks: Design and steward lifecycle metrics, friction models, and prioritization thresholds that are consistent, transparent, and aligned with business goals.
• Collaborate Across Functions: Partner with Data Science, Architecture, Engineering, and Product teams to validate data integrity, enhance insights through predictive modeling, and incorporate sentiment analysis.
• Build & Evolve Analytics: Design segmentation, cohort analysis, and driver attribution models that tie directly to retention and efficiency outcomes.
• Quantify Impact: Use revenue and cost modeling to measure the financial and operational impact of customer friction, establishing measurable prioritization standards.
• Translate Analytics into Action: Convert complex analytical findings into structured, prioritized recommendations that influence retention strategy, roadmap investment, and operational optimization.
• Leverage AI & NLP: Apply advanced AI techniques—including NLP, LLM integrations, and predictive models—to automate feedback classification, improve signal detection, and reduce time‑to‑insight.
• Maintain Governed Environments: Oversee analytics platforms such as brighthush, brighthush, brighthush, brighthush, and related systems to ensure secure, scalable, enterprise‑wide intelligence.

Essential Qualifications

• Bachelor’s degree in Data Science, Statistics, Mathematics, Computer Science, Economics, Engineering, or a related field.
• Minimum of 6 years of progressive experience in advanced analytics, customer intelligence, enterprise BI, or CX measurement roles within SaaS or complex customer environments.
• Proven track record designing and governing scoring frameworks, driver analysis models, or prioritization methodologies that drive measurable revenue and retention outcomes.
• Hands‑on experience building and deploying predictive models (e.g., churn probability, renewal risk, expansion propensity) that influence real business decisions.
• Demonstrated ability to operationalize AI‑ and LLM‑driven analytics within enterprise decision workflows—not just prototypes.
• Strong background applying NLP and machine learning techniques to large‑scale unstructured customer feedback and behavioral datasets.
• Experience partnering with Data Science, Engineering, Product, and Finance to move models from concept to production deployment.
• Expertise in designing executive‑facing data visualizations and translating statistical findings into prioritized, decision‑ready recommendations.
• Deep understanding of how customer experience and analytical outputs directly impact GRR, CPO, CSAT, operational efficiency, and cost‑to‑serve metrics.
• Senior‑level individual contributor experience, setting analytical standards and influencing cross‑functional direction without direct authority.

Preferred Qualifications

• Advanced degree (M.S., Ph.D.) in a quantitative discipline.
• Experience with large‑scale data platforms (brighthush, brighthush) and modern BI tools (brighthush, brighthush, brighthush).
• Familiarity with brighthush or similar survey platforms for customer feedback collection.
• Knowledge of financial modeling and cost‑to‑serve analysis.
• Experience working in a high‑growth, fast‑moving startup or scale‑up environment.
• Prior exposure to the tax compliance or financial services industry.

Skills & Competencies

• Analytical Thinking & Problem Solving: Ability to dissect complex problems and translate them into actionable analytics.
• Data Storytelling: Craft compelling narratives that resonate with executives and stakeholders.
• Technical Proficiency: Strong SQL, Python/R, and experience with data visualization tools.
• AI & Machine Learning: Hands‑on experience with NLP, LLMs, and predictive modeling.
• Project Management: Drive initiatives from concept through production, managing timelines and resources.
• Cross‑Functional Collaboration: Work effectively with engineering, product, finance, and operations.
• Business Acumen: Translate analytical insights into business value and ROI.
• Communication: Excellent written and verbal communication skills, with the ability to present complex findings to non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the data you work with. As a Senior Customer Intelligence Analyst, you will:

• Lead cross‑functional initiatives that shape the future of customer experience across the organization.
• Mentor junior analysts and data scientists, fostering a culture of continuous learning.
• Participate in strategic planning sessions with senior leadership, influencing product roadmap and business strategy.
• Access a robust learning ecosystem, including internal workshops, external conferences, and a generous budget for certifications and courses.
• Explore opportunities to transition into senior leadership roles such as Director of Customer Intelligence, Head of CX Analytics, or VP of Data Science.

Work Environment & Culture

brighthush champions a remote‑first culture that values flexibility, autonomy, and collaboration. Our remote teams are supported by:

• High‑speed, secure VPN access and cloud‑based collaboration tools.
• Regular virtual town halls, hackathons, and cross‑team knowledge‑sharing sessions.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
• Employee resource groups that celebrate different perspectives and foster belonging.
• Annual global retreats (when safe) to strengthen team bonds and celebrate achievements.

Compensation & Benefits

While specific salary ranges vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior analytics roles.
• Performance‑based bonuses tied to individual and company metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health benefits: medical, dental, vision, and mental health support.
• Life, disability, and long‑term care insurance.
• Generous paid time off, including vacation, sick leave, and personal days.
• Paid parental leave for both parents.
• Flexible work arrangements and a stipend for home office setup.
• Professional development budget and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mindfulness sessions.

H1B Sponsorship

brighthush has a strong track record of sponsoring H1B visas for talented professionals. While we cannot guarantee sponsorship for every role, we are committed to supporting qualified candidates through the visa process when possible.

Ready to Make an Impact?

If you are passionate about turning data into strategic advantage, thrive in a fast‑paced, AI‑driven environment, and want to help shape the future of customer experience at a leading cloud platform, we want to hear from you. Join brighthush and become the catalyst that transforms customer insights into measurable business success.