Senior Customer Intelligence Analyst – Remote, Leading AI‑Powered CX360 Analytics & Retention Strategy at brighthush

About brighthush

brighthush is a global pioneer in cloud‑based tax compliance and automation solutions, empowering businesses worldwide to navigate complex regulatory landscapes with confidence and agility. With a vibrant culture that celebrates innovation, collaboration, and continuous learning, brighthush has grown to a workforce of over 8,000 professionals across continents. Our mission is simple yet powerful: to make compliance effortless, so our customers can focus on what matters most—growing their businesses.

At the heart of our customer‑centric vision lies CX360, an enterprise‑wide customer intelligence platform that unifies data, insights, and action. CX360 is the engine that powers our customer experience strategy, turning raw signals into decision‑ready recommendations that drive retention, efficiency, and overall satisfaction. As we expand our impact, we’re looking for a seasoned Senior Customer Intelligence Analyst to own the analytical foundation of CX360 and help shape the future of customer intelligence at brighthush.

Role Overview

This is a fully remote, USA‑based position that offers the flexibility to work from anywhere while collaborating with a world‑class team of data scientists, engineers, product managers, and finance leaders. As the analytical steward of CX360, you will ensure every metric, model, and insight is accurate, trustworthy, and aligned with our business objectives. Your work will directly influence product roadmaps, operational initiatives, and strategic decisions that keep our customers loyal and our revenue growing.

Key Responsibilities

• Data Integrity & Governance: Own the end‑to‑end quality of CX360 data. Establish rigorous scoring frameworks, lifecycle metrics, and friction models that maintain consistency and transparency across Product, CX, Operations, and executive teams.
• Model Development & Validation: Design, build, and deploy predictive models—such as churn probability, renewal risk, and expansion propensity—using advanced statistical techniques and machine learning algorithms. Validate models with cross‑functional teams to ensure they meet business thresholds.
• AI & NLP Integration: Lead the application of AI technologies, including natural language processing (NLP), large language model (LLM) integrations, and automated feedback classification, to surface actionable insights from unstructured customer data.
• Financial & Operational Impact: Quantify the cost and revenue implications of customer friction using revenue and cost modeling. Translate these findings into measurable prioritization standards that guide product roadmaps and operational initiatives.
• Insight Translation: Convert sophisticated analytics into executive‑ready dashboards, visualizations, and structured recommendations that influence retention strategy, investment decisions, and operational optimization.
• Cross‑Functional Collaboration: Partner with Data Science, Architecture, Engineering, Product, and Finance to move models from concept to production, ensuring seamless integration into enterprise decision workflows.
• Environment Management: Maintain governed analytics environments across Qualtrics, Snowflake, Power BI, Tableau, and related systems, ensuring secure, scalable, and compliant data pipelines.
• Continuous Improvement: Champion best practices in data governance, model monitoring, and analytical standards, fostering a culture of data excellence across the organization.

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 within SaaS or complex customer environments.
• Proven track record designing and governing scoring frameworks, driver analysis models, or prioritization methodologies that directly impact revenue and retention.
• Hands‑on experience building and deploying predictive models (e.g., churn, renewal risk, expansion propensity) that inform real business decisions.
• Demonstrated ability to operationalize AI‑driven analytics—beyond experimentation—within enterprise decision workflows.
• Expertise in applying NLP and machine learning techniques to large‑scale unstructured customer feedback and behavioral datasets.
• Strong collaboration skills, having partnered with Data Science, Engineering, Product, and Finance to move models from concept to production.
• Exceptional data visualization skills, with a portfolio of executive‑facing dashboards that translate statistical findings into actionable insights.
• Deep understanding of how customer experience metrics (GRR, CPO, CSAT, operational efficiency, cost‑to‑serve) tie into analytical outputs.
• Experience as a senior‑level individual contributor, setting analytical standards and influencing cross‑functional direction without direct authority.
• Passion for AI and related technologies, ready to thrive in a fast‑paced, innovation‑driven environment.

Preferred Qualifications

• Advanced degree (M.S., Ph.D.) in a quantitative discipline.
• Experience with LLM‑based solutions (e.g., GPT, Claude) and their integration into production systems.
• Knowledge of data‑privacy regulations (GDPR, CCPA) and experience building compliant analytics pipelines.
• Familiarity with cloud data platforms (Snowflake, BigQuery) and modern BI tools (Power BI, Tableau, Looker).
• Prior experience in a high‑growth SaaS company, scaling analytics from pilot to enterprise.

Skills & Competencies

• Advanced analytical thinking and problem‑solving.
• Strong programming skills in Python, R, SQL, and data‑engineering tools.
• Proficiency in statistical modeling, machine learning, and AI techniques.
• Excellent communication—able to distill complex analytics into clear, concise recommendations.
• Project management and stakeholder engagement.
• Adaptability and resilience in a dynamic, remote work environment.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As a Senior Customer Intelligence Analyst, you’ll:

• Lead cross‑functional initiatives that shape the future of customer experience.
• Mentor junior analysts and data scientists, fostering a culture of knowledge sharing.
• Participate in leadership‑level strategy sessions, influencing product roadmaps and business outcomes.
• Access continuous learning resources, including internal workshops, external conferences, and a generous budget for certifications.
• Advance to Director of Customer Intelligence or Head of Analytics roles, driving enterprise‑wide data strategy.

Work Environment & Culture at brighthush

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote teams enjoy:

• Flexible work hours and a results‑oriented approach.
• Regular virtual town halls and cross‑team hackathons.
• Inclusive employee‑resource groups that celebrate diversity and foster belonging.
• Access to cutting‑edge tools and technologies, ensuring you stay at the forefront of analytics.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, vision, and life insurance plans.
• Paid time off, sick leave, and paid parental leave.
• Flexible work‑from‑home stipend and ergonomic support.
• Professional development budget and tuition reimbursement.
• Employee‑run resource groups with senior leadership sponsorship.

How to Apply

Ready to shape the future of customer intelligence at brighthush? Submit your resume and a cover letter detailing your experience with predictive modeling, AI integration, and cross‑functional collaboration. Highlight any projects where your analytics directly impacted revenue or retention.

We look forward to exploring how your expertise can elevate our CX360 platform and drive lasting value for our customers.

Join brighthush – Where Data Meets Impact

At brighthush, we believe that data is not just numbers; it’s the catalyst for transformative customer experiences. If you’re passionate about turning insights into action, thrive in a remote, collaborative environment, and want to make a measurable difference, we invite you to apply today. Together, we’ll build smarter, more responsive solutions that empower businesses worldwide.