Senior Lead Customer Experience Researcher – Driving Insight‑Driven Strategy, Innovation, and Transformation at brighthush

About brighthush

At brighthush, we believe that every interaction with our products and services is an opportunity to create lasting value for our customers. As a global leader in health‑tech solutions, we are dedicated to shaping a healthier future for people and animals alike. Our mission is to empower patients, clinicians, and caregivers with data‑driven insights that transform the way care is delivered. If you are passionate about turning complex data into actionable stories that shape product strategy and elevate the customer experience, brighthush is the place for you.

Role Overview

We are seeking an experienced, visionary Senior Lead Customer Experience Researcher to join our Research & Insights practice. In this pivotal role, you will lead high‑impact research initiatives, develop strategic research roadmaps, and translate customer insights into clear, actionable recommendations that influence product, experience, and business decisions across the enterprise. You will collaborate closely with CX Strategy, Product, Marketing, and Executive teams, ensuring that customer perspectives remain at the core of every decision.

Key Responsibilities

• Lead End‑to‑End Research Projects – Own the full research lifecycle from defining business questions, designing studies, executing data collection, synthesizing insights, to storytelling and activation.
• Strategic Planning & Roadmapping – Partner with business and product leaders to build research plans that align with corporate priorities and uncover opportunities for customer‑centric innovation.
• Trusted Advisor – Serve as the go‑to research expert for cross‑functional stakeholders, translating ambiguous challenges into focused research questions and evidence‑based solutions.
• Establish Best Practices – Champion rigorous research standards, frameworks, and methodologies that ensure consistency, quality, and scalability across all projects.
• Mixed‑Methods Expertise – Design and oversee qualitative, quantitative, and mixed‑methods studies, including generative, exploratory, and strategic research.
• Synthesize & Communicate Insights – Integrate findings across multiple studies to identify broader customer needs, experience gaps, emerging trends, and strategic opportunities.
• Storytelling & Influence – Craft compelling narratives and visualizations that resonate with senior leaders and drive actionable decisions.
• Team Leadership & Development – Provide day‑to‑day mentorship, coaching, and professional growth opportunities for junior researchers.
• People Management (Growth Phase) – As the function expands, assume formal management responsibilities, including hiring, performance reviews, and career development.
• Culture Champion – Contribute to a culture of customer‑centered, evidence‑based decision making and continuous improvement within the research practice.

Essential Qualifications

• 7+ years of experience in customer experience, market research, or related disciplines, with a proven track record of independently leading complex research initiatives that delivered measurable business impact.
• 3+ years of mentoring or coaching researchers, with a demonstrated ability to elevate research quality and influence.
• Formal training in research methodology, behavioral science, study design, and data analysis.
• Bachelor’s degree in Market Research, Psychology, Cognitive Science, Human‑Centered Interaction (HCI), Human Factors, Sociology, Anthropology, or a related research‑intensive field.
• Advanced degree (Master’s or Ph.D.) preferred.
• Professional certification in market research, data analytics, or equivalent is a plus.
• Portfolio of past research projects, including study designs, reports, and actionable recommendations.

Preferred Qualifications

• Experience in the health‑tech or life‑sciences sector, with a deep understanding of regulatory and compliance considerations.
• Proficiency with advanced statistical tools (e.g., R, Python, SAS, SPSS) and data visualization platforms (e.g., Tableau, Power BI).
• Knowledge of Bayesian statistics and experience applying them to real‑world research problems.
• Familiarity with collaboration tools such as Mural, Miro, and other digital whiteboard solutions.
• Strong project management skills, with the ability to juggle multiple high‑priority initiatives simultaneously.

Skills & Competencies

• Expertise in qualitative methods (in‑depth interviews, focus groups, ethnography) and quantitative methods (survey design, conjoint analysis, segmentation).
• Advanced proficiency in research platforms such as Qualtrics, UserTesting, Medallia, and other industry tools.
• Data literacy: comfortable interpreting descriptive and inferential statistics, and translating numbers into clear insights.
• Exceptional storytelling ability, with a knack for turning complex findings into concise, persuasive narratives.
• Strong stakeholder management skills, with the ability to build trust and influence at all levels of the organization.
• Adaptability and resilience in fast‑paced, ambiguous environments.
• Commitment to continuous learning and staying current with emerging research trends and technologies.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. You will:

• Lead cross‑functional initiatives that shape the future of our product portfolio.
• Mentor and develop the next generation of research talent.
• Participate in executive‑level strategy sessions, gaining exposure to senior leadership.
• Access to internal and external training programs, certifications, and conferences.
• Opportunity to publish research findings in industry journals and at conferences.
• Potential to transition into senior leadership roles within the Research & Insights practice or broader business units.

Work Environment & Culture at brighthush

We foster a collaborative, inclusive, and innovative culture where every voice is heard. Our values—customer obsession, data integrity, continuous improvement, and teamwork—guide everything we do. You will work in a flexible, hybrid environment that supports work‑life balance, with access to state‑of‑the‑art research labs, collaborative spaces, and cutting‑edge technology.

Compensation & Benefits

While specific salary ranges vary by location, we offer a competitive total compensation package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and company goals.
• Health, dental, and vision insurance with generous coverage options.
• Retirement savings plan with company match.
• Paid time off, parental leave, and caregiver leave.
• Wellness programs covering mental health, fitness, and financial planning.
• Professional development budget for courses, certifications, and conferences.
• Employee resource groups, mentorship programs, and volunteer opportunities.
• Flexible work arrangements and remote work options.

Equal Opportunity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected class. We also provide reasonable accommodations for individuals with disabilities throughout the hiring process.

How to Apply

If you are ready to lead transformative research that shapes the future of health‑tech, we encourage you to apply today. Submit your resume, cover letter, and a portfolio of relevant research projects through our careers portal. We look forward to exploring how your expertise can help brighthush continue to deliver healthier futures for people and animals worldwide.