Senior CX Transformation Lead – Championing Global Customer Journey Excellence, Data‑Powered Innovation, and Sustainable Growth at brighthush

About brighthush

brighthush is more than a brand; it is a global movement that redefines how consumers experience everyday products. By seamlessly blending brick‑and‑mortar retail, a high‑velocity e‑commerce platform, and cutting‑edge digital services, we turn ordinary interactions into unforgettable moments of delight. Our mission is simple yet bold: to transform every touchpoint into a memorable experience that fuels loyalty, advocacy, and sustainable growth.

At brighthush, curiosity is our compass, collaboration is our engine, and relentless pursuit of excellence is our culture. We thrive on data‑driven insights, creative experimentation, and a shared belief that the customer sits at the heart of everything we do. If you are passionate about translating data into action, crafting world‑class journeys, and leading high‑impact teams, brighthush offers the platform to make a real difference.

Why This Role Matters

In a marketplace where digital and physical experiences blur, the customer experience (CX) has become the single most powerful differentiator. As the Senior CX Transformation Lead, you will be the architect of brighthush’s CX strategy, steering transformative initiatives that elevate every touchpoint—from first‑time discovery to post‑purchase advocacy. Your work will directly influence brand perception, customer lifetime value, and the company’s bottom line.

We are looking for a visionary leader who can blend strategic foresight with operational excellence, ensuring that every customer interaction is seamless, consistent, and delight‑driving. Your influence will ripple across sales, marketing, product, and operations, creating a unified, customer‑centric culture that propels brighthush to the forefront of the industry.

Key Responsibilities

• Strategic CX Leadership – Own the end‑to‑end CX roadmap for both online and offline channels, ensuring seamless, consistent experiences across all customer journeys.
• Profitability & Retention Champion – Leverage data and insights to identify high‑impact opportunities that boost profitability while reducing churn and enhancing customer satisfaction.
• Sales & Marketing Alignment – Partner with sales and marketing teams to embed a customer‑centric mindset into acquisition, retention, and upsell strategies.
• Cross‑Functional Collaboration – Advocate for change, align diverse teams, and drive integrated solutions that break down silos and accelerate execution.
• Journey Mapping & Roadmap Development – Conduct workshops, audits, and research to uncover pain points, map customer journeys, and translate findings into actionable roadmaps.
• Customer Insight & Voice Programs – Design and implement listening points, segmentation frameworks, and feedback mechanisms (surveys, NPS, CSAT) to capture real‑time customer sentiment.
• Process & Tool Optimization – Continuously refine CX processes, adopt new technologies, and standardize tools across regions to ensure scalability and consistency.
• Innovation & Experimentation – Pilot groundbreaking initiatives that differentiate brighthush in the market, test new strategies, and measure impact through rigorous analytics.
• Team Building & Leadership – Recruit, coach, and mentor a high‑performing CX team; set clear goals, provide constructive feedback, and foster a culture of continuous improvement.
• Performance & ROI Measurement – Define KPIs, track ROI on CX initiatives, and report findings to executive leadership, ensuring data‑driven decision making.
• Stakeholder Management – Present insights and recommendations to executive groups, translating complex data into actionable business narratives.
• Change Management & Adoption – Lead organizational change initiatives to embed CX best practices into everyday workflows, ensuring sustainable adoption.
• Global Customer Advocacy – Champion the voice of the customer in all strategic discussions, ensuring that global market nuances are reflected in local execution.

Essential Qualifications

• 8–10 years of consulting experience in marketing technology, digital transformation, or customer experience strategy.
• 5–7 years of hands‑on experience in user experience design, analytics, and web technology practices.
• Deep knowledge of Customer Relationship Management (CRM), Digital Asset Management (DAM), e‑commerce platforms, and Google Analytics.
• Proven track record of recruiting, coaching, and retaining top talent in high‑growth environments.
• Exceptional written and verbal communication skills, with the ability to present complex concepts to executive audiences.
• Self‑starter mindset, comfortable collaborating across multiple practice lines and geographies.
• Experience in digital marketing and front‑end customer experience design.
• Strong analytical mindset with proficiency in data visualization tools such as Tableau or Power BI.
• Demonstrated ability to manage multi‑year, multi‑million dollar CX initiatives.

Preferred Qualifications

• Experience leading CX transformation in a consumer goods or retail context.
• Familiarity with advanced analytics platforms (e.g., Tableau, Power BI) and experimentation frameworks.
• Background in agile project management and change management methodologies.
• Multilingual capabilities to support global customer segments.
• Experience with omnichannel integration and unified customer data platforms.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing granular details.
• Data‑Driven Decision Making – Proficiency in turning complex data sets into clear, actionable insights.
• Leadership & Influence – Inspire teams, negotiate with stakeholders, and drive consensus.
• Customer Empathy – Deep understanding of customer needs, pain points, and motivations.
• Project Management – Deliver projects on time, within scope, and on budget.
• Change Management – Facilitate adoption of new processes and technologies across the organization.
• Communication – Articulate complex ideas in a clear, concise manner to diverse audiences.
• Innovation Mindset – Constantly seek new ways to improve the customer experience.
• Collaboration & Team Building – Foster a culture of teamwork and shared ownership.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the market. We invest heavily in professional development through:

• Executive coaching and mentorship programs that pair you with senior leaders.
• Access to industry conferences, workshops, and certifications that keep you at the cutting edge.
• Cross‑functional projects that broaden your skill set and expand your network.
• Internal mobility pathways to senior leadership roles, ensuring you can scale your impact.
• Regular knowledge‑sharing sessions where teams present learnings from recent CX experiments.
• Dedicated time for personal learning projects, supported by a learning stipend.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and innovative workplace. Our core values—customer obsession, data integrity, continuous learning, and teamwork—guide every decision. You’ll enjoy:

• Flexible work arrangements with a hybrid model that balances office collaboration with remote flexibility.
• A vibrant office space equipped with state‑of‑the‑art collaboration tools and creative breakout zones.
• Regular team‑building events, hackathons, and wellness programs that promote health, creativity, and camaraderie.
• A transparent culture where ideas are valued, recognized, and rewarded.
• Community outreach initiatives that allow you to give back and connect with local partners.

Compensation & Perks

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 tied to CX metrics and business outcomes.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible scheduling.
• Professional development stipend and tuition reimbursement.
• Employee referral bonuses and wellness incentives.
• Annual company retreats and offsite strategy sessions.

How to Apply

Ready to shape the future of customer experience at brighthush? Submit your resume and a cover letter that highlights your most impactful CX initiatives. Tell us how you would transform a customer journey and drive measurable business results.

We look forward to exploring how your expertise can elevate brighthush’s brand and delight our customers worldwide.