Senior CX Strategy & Transformation Lead – Remote Consultant Driving B2B & B2C Growth, Revenue Acceleration, Loyalty Development, and Customer Success Excellence at brighthush
About brighthush – Where Customer Experience Meets Innovation
brighthush is not just a consultancy; it’s a catalyst for change in the customer experience landscape. With a lean, high‑impact team of 11‑50 professionals, we empower mid‑market and enterprise clients to unlock sustainable revenue growth, elevate profitability, and amplify their market presence through data‑driven, design‑centric CX strategies. In a world where every interaction can make or break a brand, brighthush is redefining what it means to deliver exceptional customer experiences in a rapidly evolving marketplace.
Our mission is simple yet ambitious: to help our clients create seamless, personalized journeys that delight customers, drive loyalty, and accelerate revenue. We do this by blending rigorous analytics, human‑centered design, and proven business frameworks to deliver measurable results that resonate across industries—from technology and financial services to consumer goods and beyond.
Why brighthush is the Ideal Destination for CX Visionaries
At brighthush, we believe that great customer experience starts with great people. Our culture is built on curiosity, collaboration, and a relentless focus on delivering value. We empower our team members with:
- Weekly virtual huddles and knowledge‑sharing sessions that keep the team connected and informed.
- Monthly all‑hands meetings to celebrate wins, align on strategy, and foster a sense of community.
- Open‑door virtual office hours with senior leadership, ensuring transparency and accessibility.
- A collaborative platform that supports real‑time communication, file sharing, and project tracking.
- Mentorship programs, professional development initiatives, and access to cutting‑edge tools and technologies.
Our compensation packages are competitive and include performance bonuses, comprehensive health benefits, a 401(k) plan with company match, generous paid time off, and a flexible work‑life balance that supports your personal and professional growth.
Position Overview
We are seeking an experienced Senior CX Strategy & Transformation Lead to design, implement, and deliver CX strategies for our B2B and B2C portfolio. In this role, you will partner with senior executives, cross‑functional teams, and internal subject‑matter experts to transform customer journeys, drive revenue growth, and build lasting client relationships—all while working remotely from anywhere in the United States.
Key Responsibilities
- Strategic CX Design: Craft comprehensive CX roadmaps that align with clients’ business objectives, identify critical touchpoints, and define measurable outcomes across the entire customer journey.
- Process Reengineering: Analyze existing workflows, identify bottlenecks, and redesign processes to enhance efficiency, reduce friction, and increase customer satisfaction.
- Technology Integration: Evaluate, recommend, and oversee the deployment of CX‑specific technologies—such as CRM platforms, automation tools, and analytics dashboards—to support data‑driven decision making.
- Client Engagement & Relationship Management: Serve as the trusted advisor to C‑suite leaders, building deep, executive‑level relationships that foster collaboration and secure long‑term partnership.
- Business Development: Collaborate with sales and marketing teams to identify new opportunities, craft compelling proposals, and close high‑value engagements.
- Project Leadership: Manage end‑to‑end project lifecycles, including scoping, budgeting, resource allocation, risk management, and quality assurance, ensuring projects are delivered on time and within budget.
- Team Collaboration: Partner with sales professionals, marketing consultants, change‑management specialists, Scrum Masters, and other experts to deliver integrated solutions that meet client needs.
- Performance Measurement: Define KPIs, establish reporting frameworks, and present insights to stakeholders, demonstrating the impact of CX initiatives on retention, lifetime value, and revenue growth.
- Continuous Improvement: Stay abreast of industry trends, emerging technologies, and best practices, and proactively recommend enhancements to our consulting methodology.
Essential Qualifications
- Minimum of 15 years of CX experience, with a blend of consulting and senior operational roles.
- At least 7 years of hands‑on experience implementing CX technologies and processes in a corporate setting.
- Proven track record of closing high‑value consulting engagements and delivering measurable business outcomes.
- Exceptional communication skills, capable of presenting complex ideas to CEOs, CROs, CMOs, and CIOs.
- Strong leadership and coaching abilities, with a history of influencing cross‑functional teams in matrixed environments.
- Deep analytical and problem‑solving skills, with the ability to translate data into actionable strategies.
- Unquestionable professional integrity, credibility, and character.
- Eligible to work in the United States without visa sponsorship.
Preferred Qualifications
- Experience in both B2B and B2C sectors, especially within technology, financial services, or consumer goods.
- Background in change management, organizational design, or digital transformation.
- Certifications in project management (PMP, Prince2) or agile frameworks (Scrum, SAFe).
- Fluency in multiple languages or experience working with global teams.
Core Competencies
- Strategic Thinking & Visionary Leadership
- Customer‑Centric Mindset
- Data‑Driven Decision Making
- Stakeholder Management & Influence
- Project & Program Management
- Change Management & Adoption
- Team Building & Mentorship
- Business Acumen & Financial Literacy
Skills & Competencies for Success
To thrive in this role, you will need a blend of hard and soft skills that enable you to navigate complex client environments, drive transformative change, and inspire high‑performing teams:
- Strategic Analysis: Ability to dissect market dynamics, customer insights, and operational data to formulate forward‑looking CX strategies.
- Design Thinking: Proficiency in human‑centered design methodologies to create intuitive, delightful customer experiences.
- Data Literacy: Comfort with analytics tools, dashboards, and statistical techniques to quantify impact and guide decisions.
- Change Leadership: Skill in managing cultural shifts, stakeholder alignment, and adoption of new processes or technologies.
- Communication & Storytelling: Talent for translating complex concepts into clear narratives that resonate with executives and frontline teams.
- Negotiation & Influence: Capacity to secure buy‑in, negotiate scope, and manage expectations across multiple stakeholders.
- Project Management: Expertise in agile and waterfall frameworks, risk mitigation, and resource planning.
- Mentorship & Coaching: Passion for developing junior talent and fostering a culture of continuous learning.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is designed to be both challenging and rewarding. You will:
- Lead high‑impact projects that shape the future of CX across industries.
- Mentor junior consultants and contribute to the development of our internal knowledge base.
- Participate in cross‑functional initiatives that broaden your skill set beyond CX into strategy, operations, and technology.
- Access continuous learning resources, including workshops, certifications, and industry conferences.
- Progress into senior leadership roles such as Principal Consultant, Director of CX, or Head of Client Success.
Work Environment & Culture
Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:
- Weekly virtual team huddles and knowledge‑sharing sessions.
- Monthly all‑hands meetings to celebrate wins and align on strategy.
- Open‑door virtual office hours with senior leadership.
- A collaborative platform that supports real‑time communication, file sharing, and project tracking.
We celebrate diversity, encourage innovation, and foster a culture where every voice is heard. Your ideas will directly influence the direction of our services and the success of our clients.
Compensation & Benefits
While specific figures vary based on experience, we offer:
- Competitive base salary above market averages.
- Performance‑based bonuses tied to client outcomes and project success.
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Generous paid time off, including vacation, sick leave, and personal days.
- Flexible work schedule and fully remote work environment.
- Professional development stipend and access to industry events.
How to Apply
If you are a seasoned CX leader ready to make a tangible impact on client growth and revenue, we invite you to join brighthush. Submit your resume and a brief cover letter outlining your most significant CX achievements and why you’re excited about this opportunity.
We look forward to exploring how your expertise can help shape the future of customer experience for our clients and for brighthush itself.