Senior Director of Customer Experience & Engagement Strategy – Utility & Energy Services

About brighthush

brighthush is a leading research, data‑analytics, and technology consulting firm that serves the utility industry across the United States and Canada. With a team of more than 450 professionals, we help utilities navigate a rapidly evolving landscape by delivering actionable insights, cutting‑edge technology solutions, and best‑practice operational strategies. Our mission is to empower utilities to serve their customers more effectively, optimize grid performance, and adopt innovative operating models that drive sustainable growth.

Why Join brighthush?

At brighthush, we believe that the future of energy depends on the quality of the customer experience. We are building a world‑class Customer Engagement practice that transforms how utilities interact with their customers, from the first touchpoint to the final bill. If you are passionate about shaping customer strategy, driving operational excellence, and leveraging technology to create lasting value, this is the place for you.

Position Overview

We are looking for a Senior Director of Customer Experience & Engagement Strategy to lead our Customer Consulting practice. This role will be responsible for delivering high‑impact CX projects, building deep client relationships, and growing the practice through coaching, process development, and thought leadership. The ideal candidate will have a proven track record of managing large, cross‑functional engagements in the utility or energy sector, and a passion for driving customer‑centric transformation.

Key Responsibilities

• Lead CX Transformation Projects – Own the full project lifecycle, from strategy development and operational assessments to design thinking workshops, journey mapping, and customer research. Deliver actionable recommendations that improve customer satisfaction, reduce churn, and increase revenue.
• Client Relationship Management – Serve as the trusted senior advisor for key utility accounts. Build and maintain deep, long‑term relationships with C‑suite executives, functional leaders, and operational teams.
• Sales Enablement & Proposal Development – Partner with the business development team to scope solutions, craft compelling proposals, and articulate the value proposition of brighthush’s CX services.
• Team Leadership & Development – Mentor and coach managers, consultants, and analysts. Foster a culture of continuous learning, high performance, and collaboration.
• Practice Process & Knowledge Management – Create and refine standard operating procedures, methodology frameworks, case studies, white papers, and marketing collateral that showcase brighthush’s expertise.
• Strategic Thought Leadership – Represent brighthush at industry conferences, webinars, and client events. Publish thought leadership pieces that position the firm as a CX authority in the utility sector.
• Financial & Resource Management – Oversee project budgets, forecast resource needs, and manage the practice’s P&L to ensure profitability and sustainable growth.

Essential Qualifications

• Minimum 15 years of consulting or industry experience, with at least 8 years in a senior consulting role.
• Deep expertise in customer experience, meter‑to‑cash, and customer operations within the utility or energy industry.
• Proven ability to lead large, multi‑disciplinary transformations that involve people, process, and technology.
• Experience working with Customer Information System (CIS) vendors and implementation partners.
• Strong business acumen: ability to translate client value into project economics, staffing plans, and risk assessments.
• Excellent communication skills – able to distill complex ideas into clear, persuasive written and verbal presentations for both technical and non‑technical audiences.
• Track record of coaching managers and developing future leaders.
• Demonstrated ability to thrive in ambiguous environments and make sound strategic decisions.
• Bachelor’s degree in business, marketing, or a related field (or equivalent experience).
• Willingness to travel to client sites (estimated 50% of time).

Preferred Qualifications

• Experience in the utility, energy, consulting, research, or adjacent fields.
• Background in portfolio management, budgeting, forecasting, and resource planning at the practice or team level.
• Knowledge of regulatory frameworks, policy trends, and emerging technologies that impact customer engagement in the utility sector.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Project & Program Management Excellence
• Data‑Driven Decision Making
• Change Management & Stakeholder Engagement
• Collaboration & Team Building
• Financial Literacy & P&L Management
• Thought Leadership & Content Creation

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our people. As Senior Director, you will:

• Lead the development of a high‑performing CX practice that will shape the future of utility customer engagement.
• Gain exposure to senior leadership, including the CEO, CFO, and Board members.
• Participate in executive‑level strategy sessions and industry advisory boards.
• Access to internal and external training programs, certifications, and conferences.
• Opportunity to publish white papers, case studies, and industry articles that enhance your personal brand.

Work Environment & Culture

Our culture is built on the principles of clarity, collaboration, and continuous improvement. We value:

• Transparency – open communication and honest feedback.
• Innovation – encouraging experimentation and creative problem solving.
• Inclusivity – fostering a diverse and welcoming workplace.
• Work‑Life Balance – flexible work arrangements and generous time‑off policies.
• Impact – the chance to influence real‑world decisions that shape the energy future.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: $180,000 – $240,000 USD (plus annual bonus based on performance).
• 401(k) plan with a 3% employer match.
• Comprehensive medical, dental, and vision coverage.
• Company‑paid life insurance and short‑/long‑term disability.
• Flexible spending accounts for medical and dependent care.
• Paid parental leave and generous paid time off (FTO) policy.
• Professional development budget and conference travel support.
• Remote work flexibility with occasional client travel (approx. 50%).

Application Process

Ready to make a difference in the utility industry? Submit your application through our careers portal. We are committed to equal opportunity and welcome candidates from all backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

We look forward to exploring how your expertise can help brighthush lead the next wave of customer experience innovation in the energy sector.