Senior Remote Customer Care Solutions Analyst – Champion of Strategic Process Improvement, Change Management, and Data‑Driven Analytics Transformation at brighthush

Welcome to brighthush – Where Tradition Meets Tomorrow

At brighthush, we’re more than a financial institution; we’re a community‑first partner that blends 90 years of local heritage with the most advanced technology solutions. From our humble beginnings in the 1930s to today’s digital‑first customer experience, we have consistently delivered personalized service while embracing innovation. Our mission is simple: empower every customer to achieve financial confidence and success. At brighthush, we believe that every team member’s contribution matters, and we are committed to fostering an environment where trust, collaboration, and excellence are the cornerstones of success.

Why brighthush is the Place to Grow Your Career

As a Senior Remote Customer Care Solutions Analyst, you will be at the heart of our mission to deliver exceptional customer experiences while driving operational excellence. You’ll work alongside a talented, cross‑functional team that values data‑driven insights, continuous improvement, and a culture of empowerment. Whether you’re a seasoned analyst or just starting your career, brighthush offers the resources, mentorship, and growth opportunities to help you reach your full potential.

What Makes brighthush Stand Out?

• Legacy Meets Innovation: 90 years of trusted service combined with cutting‑edge technology platforms.
• Community‑First Culture: We invest in local communities, support volunteer initiatives, and champion financial literacy.
• Remote‑First Flexibility: Work from anywhere while staying connected through robust virtual collaboration tools.
• Career‑Accelerating Projects: Lead initiatives that shape the future of customer care and drive measurable impact.

Role Overview

In this role, you will own the full lifecycle of customer care process improvement, from discovery to implementation and measurement. Your day‑to‑day activities will include:

Key Responsibilities

• Business Needs Analysis – Conduct in‑depth analysis of customer care processes, identify gaps, inefficiencies, and risks, and translate findings into actionable improvement plans.
• Solution Design & Recommendation – Develop innovative business solutions that enhance process efficiency, technology utilization, and service delivery, ensuring alignment with brighthush’s strategic goals.
• Project Leadership – Own end‑to‑end project lifecycles: create detailed project plans, define requirements, set milestones, and track progress to achieve measurable outcomes.
• Cross‑Functional Coordination – Collaborate with stakeholders across Customer Experience, Operations, IT, and Finance to prioritize initiatives, clarify responsibilities, and remove obstacles.
• Change Management & Implementation – Lead change initiatives by crafting communication plans, coordinating training, and providing adoption support to ensure smooth transitions.
• Performance Measurement – Define success criteria, monitor key performance indicators (KPIs), and evaluate the impact of implemented solutions on business results.
• Reporting & Dashboards – Maintain and enhance departmental reports, dashboards, and performance metrics to provide real‑time visibility into operational performance.
• Ad‑Hoc Analysis & Insight Generation – Conduct on‑demand analyses to uncover trends, investigate variances, and provide data‑driven recommendations that influence strategic decisions.
• Continuous Improvement Champion – Identify emerging needs, recommend process enhancements, document best practices, and partner with leaders to embed sustainable improvements.
• Stakeholder Advocacy – Act as the voice of the customer within the organization, ensuring that every decision reflects the needs and expectations of our clients.

Essential Qualifications

• • Bachelor’s degree in Business, Finance, Information Systems, or a related field.
• • 1–3 years of experience in business analysis, process improvement, or a comparable role.
• • Strong understanding of business analysis frameworks, process mapping, and change management principles.
• • Proven ability to translate complex business requirements into clear, actionable solutions.
• • Excellent analytical and problem‑solving skills, with a track record of delivering data‑driven insights.
• • Demonstrated project coordination experience, including planning, scheduling, and stakeholder communication.
• • Proficiency in reporting and data visualization tools (e.g., Power BI, Tableau, Excel) and familiarity with business technology platforms.
• • Strong written and verbal communication skills, with the ability to influence stakeholders at all levels.
• • Ability to work independently in a remote setting while maintaining high productivity and collaboration.

Preferred Qualifications

• • Experience in the financial services or banking industry.
• • Knowledge of customer experience metrics and service delivery frameworks.
• • Familiarity with Agile or Lean methodologies.
• • Advanced data analytics skills, including SQL, data modeling, and statistical analysis.
• • Project Management Professional (PMP) or Certified Business Analysis Professional (CBAP) certification.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Stakeholder Management – Skilled at building relationships, negotiating priorities, and driving consensus.
• Change Leadership – Comfortable leading people through transformation and fostering adoption.
• Data Literacy – Strong analytical mindset with a passion for turning data into actionable insights.
• Communication – Clear, concise, and persuasive communicator across all mediums.
• Collaboration – Team player who thrives in cross‑functional environments.
• Adaptability – Comfortable navigating ambiguity and pivoting as priorities evolve.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• • Structured onboarding and mentorship programs that pair you with experienced leaders.
• • Continuous learning through internal workshops, e‑learning platforms, and industry conferences.
• • Opportunities to lead high‑impact projects that shape the future of customer care.
• • Clear career pathways from Analyst to Senior Analyst, Manager, and beyond.
• • Cross‑departmental rotations to broaden your skill set and expand your network.
• • Leadership development programs that prepare you for executive roles.

Work Environment & Culture

Our remote work model is designed to support flexibility while fostering a sense of community. You will:

• • Work from a secure, distraction‑free home office with reliable internet (cable or fiber preferred).
• • Participate in weekly virtual team huddles, cross‑functional workshops, and quarterly town‑halls.
• • Engage with a culture that values transparency, continuous improvement, and mutual respect.
• • Benefit from a collaborative environment that encourages innovation and experimentation.
• • Access virtual social events, wellness challenges, and peer‑to‑peer learning circles.

Compensation & Benefits

We offer a competitive salary range of $59,959 – $95,780 per year, commensurate with experience and qualifications. In addition, brighthush provides:

• • Comprehensive health, dental, and vision insurance.
• • 401(k) plan with company match.
• • Generous paid time off and flexible holiday schedule.
• • Remote work stipend to support your home office setup.
• • Employee wellness programs and mental health resources.
• • Tuition reimbursement and professional development budget.
• • Employee stock purchase plan (ESPP) for long‑term ownership.
• • Annual performance bonus potential based on company and individual metrics.

Eligibility & Location Requirements

This is a fully remote position. Candidates must reside in one of the following states: Virginia, North Carolina, South Carolina, Georgia, Florida, Alabama, Texas, or Colorado. We also welcome qualified candidates from other states who can demonstrate the ability to comply with local tax and regulatory requirements.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, including veterans and individuals with disabilities.

How to Apply

Ready to make a difference at brighthush? Submit your application through our careers portal and join a team that values innovation, collaboration, and customer success.