Senior Director of Customer Experience & Client Relations – Remote Global Leader Driving Loyalty, Innovation, and Client Success at brighthush

About brighthush

brighthush is a forward‑thinking, technology‑powered financial services organization that empowers individuals and businesses to reach their financial aspirations with confidence and clarity. By blending traditional wealth management, strategic advisory services, and cutting‑edge fintech solutions, brighthush is redefining how clients engage with their finances. Our mission is simple yet powerful: deliver exceptional value, transparent guidance, and a seamless customer experience that turns every interaction into a lasting partnership.

At brighthush, we believe that the heart of our success lies in the relationships we build. We are committed to fostering a culture of empathy, integrity, and continuous improvement. Our remote‑first environment empowers teams to collaborate across borders, leveraging state‑of‑the‑art tools and data‑driven insights to anticipate client needs and exceed expectations.

Role Overview

The Senior Director of Customer Experience & Client Relations will serve as the strategic leader for all client‑facing initiatives across brighthush. This full‑time, remote position requires a visionary who can blend operational excellence with a deep understanding of client psychology to create a world‑class customer experience. You will partner with advisory, operations, product, and technology teams to design, implement, and refine processes that drive client satisfaction, loyalty, and advocacy.

Key Responsibilities

• Strategic Leadership: Craft and execute a comprehensive customer experience strategy that aligns with brighthush’s mission, values, and growth objectives. Translate high‑level vision into actionable roadmaps and measurable outcomes.
• Process Design & Optimization: Map end‑to‑end client journeys, identify friction points, and implement scalable solutions that enhance service quality and operational efficiency. Champion continuous improvement cycles and lean methodologies.
• Team Management & Coaching: Lead, mentor, and inspire a high‑performing customer relations team, fostering a culture of continuous learning, accountability, and ownership. Facilitate regular coaching sessions, performance reviews, and career development plans.
• Client Engagement & Retention: Oversee proactive outreach, feedback collection, and resolution of complex inquiries to maintain and elevate client satisfaction scores. Drive initiatives that increase NPS, CSAT, and client lifetime value.
• Cross‑Functional Collaboration: Partner with advisory, product, compliance, and technology teams to ensure seamless delivery of client services and timely communication. Act as the voice of the customer in product development and operational decision‑making.
• Data‑Driven Insights: Leverage analytics to track key performance indicators (KPIs), uncover trends, and recommend actionable improvements. Build dashboards, run cohort analyses, and present findings to senior leadership.
• Growth & Advocacy: Identify opportunities for upsell, cross‑sell, and referral generation by deepening client relationships and showcasing brighthush’s value proposition. Collaborate with sales and marketing to design joint initiatives.
• Governance & Compliance: Uphold the highest ethical standards, ensuring confidentiality, regulatory compliance, and adherence to internal policies. Stay current on evolving regulations affecting client communications.
• Continuous Improvement: Champion a culture of experimentation, learning, and innovation to keep brighthush at the forefront of customer experience excellence. Lead pilot projects, A/B tests, and process redesigns.

Essential Qualifications

• 10+ years of progressive experience in customer experience, client relations, or account management within the financial services or consulting industry.
• Proven track record of designing and scaling customer experience programs that result in measurable improvements in Net Promoter Score (NPS), Customer Satisfaction (CSAT), and client retention.
• Strong leadership skills with a history of building, coaching, and motivating remote teams.
• Exceptional communication abilities—both written and verbal—capable of translating complex financial concepts into clear, accessible language.
• Deep understanding of client lifecycle management, from onboarding through renewal and expansion.
• Experience with CRM platforms (e.g., Salesforce, HubSpot) and customer analytics tools.
• High ethical standards, discretion with confidential information, and a client‑first mindset.
• Bachelor’s degree in Business, Finance, Communications, or a related field (MBA or advanced degree preferred).

Preferred Qualifications

• Experience in a fintech or technology‑enabled financial services environment.
• Background in sales or business development, with a demonstrated ability to generate referrals and drive revenue growth.
• Knowledge of regulatory frameworks affecting client communications (e.g., GDPR, CCPA, FINRA).
• Proficiency in data visualization tools (e.g., Tableau, Power BI) and advanced Excel skills.
• Experience managing multi‑channel support operations (phone, email, chat, social media).

Skills & Competencies

• Strategic Thinking: Ability to see the big picture while managing day‑to‑day details.
• Empathy & Emotional Intelligence: Skilled at understanding client emotions and responding with genuine care.
• Analytical Mindset: Comfortable working with data to uncover insights and drive decisions.
• Project Management: Proven ability to lead cross‑functional initiatives from concept to execution.
• Adaptability: Thrives in a fast‑paced, evolving environment and embraces change.
• Collaboration: Works effectively with stakeholders across all levels and functions.
• Technology Savvy: Comfortable adopting new tools and platforms to enhance client interactions.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As Senior Director of Customer Experience & Client Relations you will:

• Lead high‑impact projects that shape the future of client experience across the organization.
• Collaborate with senior leaders, gaining exposure to strategic decision‑making and business transformation.
• Access a curated learning curriculum that includes certifications in customer experience, data analytics, and leadership.
• Participate in industry conferences, webinars, and thought‑leadership forums to stay ahead of emerging trends.
• Benefit from a mentorship program that pairs you with seasoned executives in the financial services sector.

Work Environment & Culture

brighthush’s remote‑first culture is built on trust, flexibility, and a shared commitment to excellence. You will enjoy:

• Fully remote work with a flexible schedule that respects work‑life balance.
• Regular virtual team gatherings, hackathons, and wellness initiatives.
• A collaborative environment where ideas are valued and innovation is rewarded.
• Access to cutting‑edge technology and tools that streamline communication and productivity.
• A diverse, inclusive workplace that celebrates individuality and fosters belonging.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses and equity options.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and tuition reimbursement.
• Wellness stipend, mental health resources, and virtual fitness classes.
• Flexible working hours and a fully remote setup.

How to Apply

If you are a customer‑centric leader ready to shape the future of client experience at a dynamic, technology‑driven firm, we want to hear from you. Please submit your resume and a cover letter outlining how your experience aligns with the responsibilities and qualifications above.

Apply to this role

Join brighthush Today

At brighthush, we are more than a financial services company—we are a community of passionate professionals dedicated to making a difference in the lives of our clients. As Senior Director of Customer Experience & Client Relations, you will play a pivotal role in elevating our client experience, driving growth, and shaping the future of our organization. If you thrive on challenge, value collaboration, and are committed to delivering excellence, we invite you to apply and become part of our journey.