Senior Director of Global Voice of Customer & Customer Insights Analytics – Architecting a Data‑Driven Customer Experience Transformation, Innovation, and Sustainable Growth at brighthush

About brighthush

brighthush is more than a payments platform – it is a global movement that reimagines how people and businesses connect, transact, and thrive. Operating in over 70 countries and serving millions of consumers and enterprises, brighthush blends cutting‑edge technology, deep market insight, and an unwavering focus on delight to create payment experiences that feel effortless, secure, and unforgettable. Our mission is simple yet bold: make every payment moment a moment of trust and joy.

At the heart of brighthush’s success lies a relentless commitment to understanding our customers. We believe that the best products and services are born from listening, learning, and acting on real human needs. That belief fuels our investment in advanced analytics, AI, and a world‑class listening engine that turns data into stories that drive strategy, product innovation, and operational excellence.

Why This Role Is a Game‑Changer

In the fast‑evolving world of fintech, the voice of the customer is the compass that guides product innovation, operational excellence, and strategic investment. As the Senior Director of Global Voice of Customer & Customer Insights Analytics, you will become the chief architect of brighthush’s listening engine, turning raw data into powerful narratives that shape our roadmap, influence executive decisions, and drive sustainable growth. Your leadership will empower cross‑functional teams to embed customer‑centric thinking into every layer of the organization, ensuring that every product, service, and interaction resonates with real human needs.

Key Impact Areas

• Unify and elevate customer insight across 50+ markets, creating a single source of truth that informs strategy.
• Translate complex data into actionable stories that accelerate revenue, reduce churn, and unlock new opportunities.
• Build a world‑class analytics ecosystem that fuses survey, behavioral, operational, and market data.
• Champion AI, machine learning, and advanced analytics to uncover hidden patterns and predictive insights.
• Lead a high‑performing global team of analysts, researchers, and data scientists, fostering a culture of curiosity and continuous improvement.
• Drive the adoption of a data‑driven culture across product, operations, marketing, finance, and risk teams.
• Shape the technology stack, vendor relationships, and governance framework that underpin the program’s success.

Role Overview

Reporting directly to the VP of Customer Experience, you will own the end‑to‑end Voice of Customer (VoC) program. Your mandate is to design, implement, and scale a global listening engine that delivers real‑time, actionable insights to product, operations, marketing, finance, and risk teams. You will also shape the technology stack, vendor relationships, and governance framework that underpin the program’s success.

Strategic Leadership

• Develop a forward‑looking global VoC strategy that aligns with brighthush’s vision and market ambitions.
• Define and enforce rigorous standards for survey design, distribution, sampling, and analysis.
• Establish a governance framework that holds teams accountable for data quality, actionability, and ethical use.
• Champion a culture of experimentation, learning, and rapid iteration across all customer‑centric initiatives.
• Collaborate with senior leaders to embed VoC insights into the company’s strategic planning and budgeting processes.

Integrated Listening Ecosystem

• Architect a seamless pipeline that fuses survey responses with behavioral, operational, and market data.
• Enable real‑time detection of emerging trends, risks, and opportunities across all customer touchpoints.
• Collaborate with data engineering to ensure data integrity, scalability, and security.
• Implement advanced analytics techniques, including predictive modeling, sentiment analysis, and text mining, to surface actionable insights.
• Maintain a robust data governance framework that ensures compliance with global data protection regulations.

Insight Delivery & Executive Influence

• Translate complex datasets into clear, executive‑ready dashboards, reports, and narratives.
• Advise senior leadership on investment priorities, product enhancements, and risk mitigation.
• Champion data‑driven decision making across the organization, ensuring insights translate into tangible outcomes.
• Facilitate workshops, design sprints, and insight sessions that translate data into action.
• Serve as the bridge between data science teams and business stakeholders, ensuring clarity and alignment.

Technology & Vendor Stewardship

• Own the platform strategy for VoC and analytics tools, evaluating new solutions and managing vendor relationships.
• Drive continuous improvement of the listening stack, ensuring it remains scalable, secure, and future‑ready.
• Collaborate with IT and security to maintain compliance with global data protection regulations.
• Negotiate contracts and service level agreements that deliver maximum value and innovation.
• Stay abreast of emerging technologies and industry best practices to keep brighthush at the forefront of customer insight.

Team Development & Culture

• Recruit, mentor, and grow a global team of customer insights professionals.
• Foster a culture of curiosity, collaboration, and high performance.
• Champion diversity, equity, and inclusion in hiring, team dynamics, and stakeholder engagement.
• Implement professional development plans that align with individual career goals and organizational needs.
• Encourage cross‑functional knowledge sharing and collaboration through regular knowledge‑exchange sessions.

Cross‑Functional Collaboration

• Partner with Product, Operations, Marketing, Finance, and Legal to embed customer insights into product development, go‑to‑market strategies, and risk management.
• Facilitate workshops, design sprints, and insight sessions that translate data into action.
• Act as the bridge between data science teams and business stakeholders, ensuring clarity and alignment.
• Collaborate with the Customer Success and Support teams to surface frontline insights and improve service delivery.
• Work closely with the Risk and Compliance teams to identify and mitigate potential customer‑experience risks.

Essential Qualifications

• 10+ years of progressive experience in Customer Experience, Voice of Customer, Market Research, Business Intelligence, or Data Analytics.
• 5+ years of senior leadership, managing cross‑functional teams and enterprise‑wide initiatives.
• Proven track record of building, scaling, and governing VoC programs with measurable impact on business metrics.
• Hands‑on expertise with enterprise survey platforms, including administration, optimization, and vendor management.
• Advanced analytical skills: proficiency in Excel, data modeling, and statistical analysis to uncover root causes and forecast trends.
• Exceptional communication and influence skills, with the ability to translate data into compelling stories for executives and stakeholders.
• Strategic, systems‑thinking mindset capable of juggling competing priorities in a fast‑paced global environment.
• Bachelor’s degree in Business, Statistics, Economics, or a related field (or equivalent practical experience).

Preferred Qualifications

• Experience applying AI‑driven analytics, text analytics, predictive modeling, sentiment analysis, or machine learning to enhance customer and business outcomes.
• Hands‑on experience with large‑scale data warehouses, customer data platforms, or BI environments.
• Advanced proficiency with data visualization tools, SQL, Python, or R.
• Master’s degree in Customer Experience, Analytics, or a related discipline, or a recognized certification such as Certified Customer Experience Professional.
• Leadership experience in a Fortune 500 or similarly complex global organization, preferably within payments, fintech, or a high‑growth tech company.
• Demonstrated ability to scale customer intelligence across diverse markets and customer segments.

Skills & Competencies

• Data‑Driven Decision Making: Ability to synthesize large volumes of data into actionable insights.
• Strategic Vision: Craft long‑term plans that align with business objectives and market dynamics.
• Influence & Negotiation: Persuade stakeholders across all levels to adopt data‑backed initiatives.
• Project Management: Deliver complex, cross‑functional projects on time and within budget.
• Customer Obsession: Deep empathy for customer pain points and a passion for improving their experience.
• Adaptability: Thrive in a rapidly evolving industry and pivot strategies as needed.
• Collaboration & Leadership: Inspire teams, build partnerships, and drive collective success.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Global learning tracks covering advanced analytics, AI, product strategy, and leadership development.
• Rotational opportunities in Product, Operations, and Finance to broaden your business acumen.
• Conference sponsorships and industry events to stay ahead of market trends.
• Internal innovation labs where you can pilot new tools and methodologies.
• Access to a global network of peers and thought leaders through brighthush’s community initiatives.
• Regular hackathons and data challenges that encourage creative problem solving.

Work Environment & Culture

brighthush fosters a culture of inclusion, curiosity, and ownership. Our core values are:

• Client‑First Mindset: We think like our customers and act with the same urgency.
• Ownership & Accountability: Every team member is empowered to make decisions that drive impact.
• Innovation & Agility: We continuously experiment, learn, and iterate.
• Collaboration & Respect: Diverse perspectives are celebrated, and teamwork is essential.
• Well‑Being & Balance: Flexible work arrangements and wellness programs support your personal and professional life.
• Global Community: We celebrate cultural diversity and encourage cross‑border collaboration.

Compensation & Benefits

While the base salary range for this role is $150,000–$160,000, total compensation at brighthush includes:

• Competitive base salary aligned with market benchmarks.
• Performance‑based bonus structure tied to individual and company goals.
• Equity options that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision plans, including mental‑health resources.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible work options.
• Global travel stipend and relocation assistance for international assignments.
• Access to cutting‑edge tools, training, and professional development resources.

Ready to Lead the Future of Customer Insight?

If you are a visionary leader who thrives on turning data into stories that drive real business impact, we want to hear from you. Join brighthush and help shape the next generation of payment experiences that are effortless, trustworthy, and unforgettable. Your expertise will empower us to listen, learn, and lead the industry with confidence.

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