Senior Director of Customer Experience – Driving Innovation and Excellence in End-to-End Travel Journeys at brighthush

About brighthush and the Role

brighthush is redefining the way people experience travel. With a bold vision to make every journey—from the moment a ticket is booked to the final destination—seamless, personalized, and unforgettable, we are a forward‑thinking airline that places the customer at the heart of everything we do. As a global leader in the travel industry, brighthush combines cutting‑edge technology, a customer‑centric culture, and a commitment to sustainability to deliver an unparalleled travel experience.

We are seeking a visionary Senior Director of Customer Experience to lead the design and execution of our end‑to‑end customer experience strategy. In this pivotal role, you will champion the voice of the customer across the organization, drive innovation in service delivery, and align cross‑functional teams to elevate the overall travel experience. You will work closely with senior leadership and partner with every department—from Digital Product and Marketing to Operations, IT, and Customer Care—to ensure that every touchpoint delivers value, consistency, and satisfaction.

Key Responsibilities

• Develop and execute a comprehensive CX strategy that aligns with brighthush’s brand promise and operational objectives, ensuring a cohesive experience across all channels.
• Lead cross‑functional initiatives to improve customer journeys across digital platforms, airport interactions, inflight services, and post‑travel engagement.
• Analyze customer feedback, NPS, and operational data to identify pain points, prioritize improvements, and measure impact.
• Partner with Digital Product, Marketing, Operations, IT, and Customer Care to embed CX principles into product roadmaps, marketing campaigns, operational processes, and technology solutions.
• Oversee CX design, journey mapping, and service blueprinting efforts, ensuring that every customer interaction is thoughtfully crafted and continuously refined.
• Lead the implementation of new tools and technologies, including AI‑driven personalization and self‑service capabilities, to enhance the customer experience.
• Represent the customer perspective in executive decision‑making forums, ensuring that CX considerations are embedded in strategic discussions.
• Support irregular operations (IROPs) response planning to minimize customer disruption during unexpected events.
• Collaborate with Loyalty and Revenue teams to align experience initiatives with customer value tiers and revenue objectives.
• Lead internal CX training and culture‑building initiatives to embed a customer‑first mindset across the organization.
• Benchmark against industry leaders and integrate best practices to keep brighthush at the forefront of CX innovation.
• Manage CX budget and vendor relationships, ensuring optimal ROI on CX investments.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, or a related field.
• 10+ years of progressive experience in customer experience, service design, or customer strategy roles.
• Proven track record of leading large‑scale CX transformation initiatives that deliver measurable business outcomes.
• Deep understanding of customer behavior, journey mapping, and service design principles.
• Experience with customer research, journey mapping, and digital experience platforms.
• Strong leadership and stakeholder influence skills, with the ability to inspire cross‑functional teams.
• Analytical mindset capable of translating data into actionable insights.
• Excellent communication and storytelling abilities, able to articulate CX vision to both technical and non‑technical audiences.
• Passion for innovation and continuous improvement, with a willingness to experiment and iterate.
• Familiarity with CX platforms such as Medallia, Qualtrics, or similar tools.
• Appetite for driving AI‑led transformation and leveraging emerging technologies.

Preferred Qualifications

• Experience in the airline, travel, or hospitality industry.
• Background in data science or analytics, with the ability to build predictive models for customer segmentation.
• Experience managing large, distributed teams across multiple geographies.
• Knowledge of regulatory and compliance requirements in the travel sector.
• Experience leading change management initiatives in a fast‑paced environment.
• Advanced degree (MBA, MS in Marketing, or related) is a plus.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data‑Driven Decision Making
• Project & Program Management
• Cross‑Functional Collaboration & Influence
• Change Management & Cultural Transformation
• Technology & Digital Fluency (AI, ML, CX Platforms)
• Excellent Written & Verbal Communication
• Storytelling & Presentation Skills
• Resilience & Adaptability in a Dynamic Environment

Career Growth & Learning Opportunities

At brighthush, we believe that the best way to drive customer experience excellence is to invest in our people. As Senior Director of Customer Experience, you will:

• Lead a high‑impact, cross‑functional team that shapes the future of travel.
• Collaborate with senior executives and influence strategic direction.
• Gain exposure to cutting‑edge technologies, including AI, machine learning, and immersive digital experiences.
• Participate in executive leadership development programs and industry conferences.
• Mentor and develop the next generation of CX leaders within brighthush.
• Enjoy a clear career path that can lead to roles such as Chief Experience Officer, VP of Customer Experience, or other senior executive positions.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and inclusivity. Our values are built around:

• Customer Obsession – Every decision is guided by the customer’s needs and expectations.
• Continuous Learning – We encourage curiosity, experimentation, and knowledge sharing.
• Teamwork & Respect – Diverse perspectives are valued, and teamwork is essential for success.
• Agility & Adaptability – We thrive in a fast‑moving industry and embrace change.
• Integrity & Accountability – We hold ourselves and each other to the highest standards.

Our work environment is flexible, with options for remote, hybrid, or on‑site work, depending on the role and team needs. We celebrate achievements, support professional growth, and provide a supportive community that encourages work‑life balance.

Compensation, Perks, and Benefits

While specific figures are not disclosed in this posting, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with market standards for senior CX leaders.
• Short‑term and long‑term incentive plans tied to company and individual performance.
• Paid holidays, vacation, and sick leave.
• 401(k) plan with company match.
• Comprehensive medical, dental, and vision insurance starting the first of the month following hire.
• Flight benefits for you and your family, allowing you to experience the travel experience you help create.
• Buddy passes for friends and family to enjoy brighthush flights.
• Discounts across the travel industry, including hotels, car rentals, cruises, and vacation packages.
• Discounts on cell phone plans, movie tickets, restaurants, luggage, and over 2,000 other vendors.
• “Dress for Your Day” business casual environment.
• Flexible work schedules that support work/life balance.
• Access to brighthush’s non‑profit organization, the HOPE League, which provides financial assistance during catastrophic hardship.

Why Join brighthush?

As Senior Director of Customer Experience, you will be at the forefront of transforming how people travel. You will:

• Shape the future of CX in a leading airline.
• Lead a talented, cross‑functional team that is passionate about delivering world‑class service.
• Drive innovation that directly impacts millions of customers worldwide.
• Benefit from a culture that values your voice, encourages experimentation, and rewards results.
• Enjoy a comprehensive benefits package that supports your well‑being and professional growth.

We are looking for a leader who is not only experienced but also deeply passionate about creating memorable travel moments. If you are ready to take the next step in your career and help brighthush set new standards for customer experience, we want to hear from you.

Apply Today

Ready to join a team that is redefining the travel experience? Click the link below to submit your application and become part of brighthush’s journey to excellence.