Senior Global Customer Experience & Governance Lead – Driving Regulatory Excellence, Customer‑Centric Innovation, and Operational Resilience at brighthush

About brighthush

brighthush is not just a financial services provider; it is a global movement that reimagines how individuals and businesses interact with money. With a presence in more than 30 countries and a customer base that spans millions, we fuse cutting‑edge technology, advanced data science, and a human‑centric philosophy to deliver banking experiences that are seamless, secure, and deeply personalized. Our mission is to empower every person and organization to achieve their financial goals with confidence, clarity, and a touch of brilliance.

In an industry that evolves at lightning speed, brighthush stands out as a beacon of trust and forward‑thinking. Guided by core values of respect, accountability, and relentless pursuit of excellence, we shape every product, partnership, and interaction. Whether you are a seasoned professional or an emerging talent, you will find a culture that rewards curiosity, collaboration, and continuous learning. Join us and be part of a team that is redefining banking for the next generation.

Role Overview

As the Senior Global Customer Experience & Governance Lead, you will be the guardian of our worldwide customer experience and conduct framework across both wholesale and retail operations. You will serve as the linchpin that connects strategy, execution, and culture, ensuring that every customer interaction reflects brighthush’s values of excellence, trust, and continuous improvement. Your influence will shape the future of how we engage with our clients, drive operational resilience, and elevate our brand reputation on a global scale.

What You’ll Do

Your day‑to‑day responsibilities will span the full spectrum of governance, risk, quality, and customer experience. You will translate high‑level strategy into actionable initiatives, collaborate with cross‑functional teams, and lead a high‑performing squad of specialists. Below is a deeper dive into the core areas you will own:

• Governance & Compliance Oversight – Design, implement, and monitor governance policies that align with regulatory requirements and internal standards. Conduct regular audits, risk assessments, and control reviews to safeguard operational integrity.
• Quality Assurance & Continuous Improvement – Lead quality review initiatives, develop metrics, and drive corrective actions. Champion a culture of excellence by embedding best practices across all customer service channels.
• Risk & Control Management – Identify, assess, and mitigate operational risks. Develop risk mitigation plans and ensure timely resolution of control gaps.
• Customer Insight & Feedback Programs – Own the Voice of Customer (VOC) and Net Promoter Score (NPS) programs. Translate insights into actionable improvements that enhance customer satisfaction and loyalty.
• Process Documentation & Business Continuity – Create and maintain comprehensive process documentation. Lead business continuity planning to ensure service resilience during disruptions.
• Stakeholder Collaboration – Partner with cross‑functional teams (Risk, Compliance, Operations, Product, and Technology) to align initiatives and share best practices.
• Training & Onboarding – Design and deliver training modules that reinforce governance, quality, and customer experience standards for new hires and existing staff.
• Reporting & Analytics – Produce executive‑level reports on governance, risk, quality, and customer experience metrics. Use data analytics to forecast trends and recommend strategic actions.
• Leadership & Team Development – Mentor and coach a high‑performing team of governance, quality, and risk specialists. Foster a collaborative, inclusive, and growth‑oriented environment.

Key Deliverables

Your success will be measured by tangible outcomes that drive measurable impact across the organization. These deliverables include:

• Annual governance and risk assessment reports presented to senior leadership.
• Quarterly quality improvement plans with measurable KPIs.
• Monthly VOC/NPS dashboards highlighting trends and improvement opportunities.
• Comprehensive process documentation repository accessible to all stakeholders.
• Business continuity test results and action plans.

Essential Qualifications

• Bachelor’s degree in Business, Finance, or a related discipline.
• Minimum of 5 years’ experience in banking, customer service, governance, quality assurance, audit, risk, or internal controls.
• Proven track record of designing and executing governance frameworks in a regulated environment.
• Strong analytical and reporting skills with advanced proficiency in Excel and PowerPoint.
• Excellent communication, stakeholder management, and problem‑solving abilities.
• Deep understanding of governance, risk, control, and customer experience frameworks.

Preferred Qualifications

• Experience with customer feedback programs such as VOC and NPS.
• Knowledge of corporate banking products and processes.
• Certification in Risk Management (e.g., FRM, PRM) or Quality Assurance (e.g., Six Sigma).
• Experience leading cross‑functional teams in a global or multi‑region environment.
• Fluency in multiple languages, especially English and Arabic.

Skills & Competencies

• Strategic Thinking – Ability to translate business objectives into actionable governance and quality initiatives.
• Data‑Driven Decision Making – Proficiency in using analytics to uncover insights and drive improvements.
• Regulatory Acumen – Up‑to‑date knowledge of banking regulations, compliance standards, and industry best practices.
• Leadership & Influence – Strong interpersonal skills to inspire teams and influence stakeholders across all levels.
• Customer‑Centric Mindset – Passion for delivering exceptional customer experiences and turning feedback into tangible enhancements.
• Adaptability & Resilience – Ability to thrive in a fast‑paced, evolving environment while maintaining focus on quality and compliance.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as the value you bring to the organization. As Senior Global Customer Experience & Governance Lead, you will have the chance to:

• Progress into senior leadership roles such as Director of Customer Experience or Head of Governance.
• Participate in executive‑level strategy sessions, influencing the direction of our global customer experience roadmap.
• Access a robust learning and development program, including certifications, workshops, and mentorship from industry experts.
• Engage in cross‑functional projects that broaden your skill set and expose you to new business domains.
• Benefit from a culture that rewards innovation, initiative, and continuous improvement.

Work Environment & Culture

brighthush is built on a foundation of collaboration, transparency, and empowerment. Our culture encourages:

• Open communication and knowledge sharing across teams.
• Recognition of achievements and celebration of milestones.
• Work‑life balance through flexible working arrangements and supportive policies.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Community engagement initiatives that allow employees to give back and make a positive impact.

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 incentive plans.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Wellness programs, including gym memberships and mental health resources.
• Professional development budget and tuition reimbursement.
• Employee stock purchase plan and equity options.

How to Apply

If you are ready to lead the charge in elevating customer experience and governance at brighthush, we invite you to submit your application. Please include a cover letter that highlights your relevant experience, achievements, and why you are passionate about this role.

Join brighthush – Where Your Impact Shines

At brighthush, we don’t just offer a job; we offer a platform for you to shape the future of banking, drive meaningful change, and grow alongside a team of dedicated professionals. If you thrive in a dynamic environment, are driven by data and customer insights, and are committed to upholding the highest standards of governance and quality, we want to hear from you.

Take the next step in your career and become a pivotal part of brighthush’s journey to redefine customer experience in the financial sector. and let your expertise illuminate the path forward.