Senior Remote Customer Experience & Market Insight Lead – Driving Data‑Powered Consumer Insights, Product Innovation, and Strategic Growth at brighthush

About brighthush

brighthush is a global pioneer in market research, product innovation, and consumer experience design. With a presence in over 30 countries and a distributed workforce that spans five continents, we transform raw consumer voices into actionable strategy that fuels growth for leading brands in consumer goods, technology, and lifestyle sectors. Our culture is built on curiosity, collaboration, and a relentless pursuit of impact. Every team member is empowered to work from anywhere, grow continuously, and earn a competitive, performance‑based reward structure. At brighthush, our mission is simple: help forward‑thinking brands uncover authentic insights that drive product excellence and create unforgettable customer experiences.

Why brighthush is the Place to Accelerate Your Career

At brighthush, you’re not just answering emails or taking calls—you’re shaping the next generation of products. We celebrate diverse perspectives, encourage experimentation, and reward bold ideas. As a Senior Remote Customer Experience & Market Insight Lead, you’ll sit at the intersection of customer experience and data science, turning everyday interactions into strategic gold. You’ll be part of a high‑velocity, data‑driven organization that values autonomy, continuous learning, and a culture of open feedback. If you thrive on turning insights into action and want to influence product strategy from the comfort of your home, this role is for you.

Key Responsibilities

Customer Interaction & Support

• Deliver empathetic assistance: Provide timely, personalized support across phone, email, chat, and social media channels, ensuring every customer feels heard and valued.
• Resolve escalations: Act as the first line of defense for complex issues, collaborating with cross‑functional teams to achieve rapid resolution.
• Build rapport: Foster long‑term relationships with key customers, turning feedback into loyalty and advocacy.

Structured Feedback Collection

• Design research instruments: Create interview guides, focus group scripts, and survey questionnaires that capture nuanced insights on new and existing products.
• Conduct qualitative research: Facilitate in‑depth interviews and moderated focus groups, extracting actionable themes.
• Analyze quantitative data: Use statistical tools to interpret survey results, segment audiences, and identify trends.

Trend & Sentiment Analysis

• Monitor market dynamics: Track competitor launches, regulatory changes, and macro‑economic indicators that influence consumer behavior.
• Leverage social listening: Analyze brand mentions, sentiment, and emerging topics across social platforms to surface real‑time insights.
• Identify opportunities: Translate trend data into product improvement ideas and strategic recommendations.

Data Capture & Management

• Maintain data integrity: Log all customer interactions and feedback into CRM and analytics platforms with meticulous accuracy.
• Ensure confidentiality: Adhere to data privacy regulations and internal security protocols.
• Automate workflows: Identify and implement tools that streamline data capture and reduce manual effort.

Cross‑Functional Collaboration

• Partner with product teams: Translate insights into product backlog items, feature enhancements, and roadmap priorities.
• Align with marketing: Provide consumer insights that shape messaging, positioning, and go‑to‑market strategies.
• Work with analytics and data science to validate hypotheses and refine models.

Process Optimization

• Map customer journeys: Identify friction points and opportunities for improvement across all touchpoints.
• Champion best practices: Lead initiatives to standardize feedback loops, reporting formats, and quality metrics.
• Drive continuous improvement through data‑backed experimentation.

Reporting & Presentation

• Develop insights reports: Create clear, data‑rich documents that communicate findings and recommendations.
• Present to leadership: Deliver compelling presentations to senior executives, translating complex data into actionable insights.
• Facilitate workshops that align cross‑functional teams around shared priorities.

Thought Leadership

• Stay ahead of industry trends: Continuously research emerging technologies, methodologies, and best practices in customer experience and market research.
• Share knowledge: Publish internal whitepapers, host webinars, and mentor junior analysts.
• Represent brighthush at industry conferences and events.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree in Communications, Marketing, Business, or a related field preferred.
• Minimum of 3 years of experience in customer experience, market research, or product testing.
• Excellent written and verbal communication skills in English; proficiency in additional languages is a plus.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and data entry tools; familiarity with analytics dashboards (e.g., Tableau, Power BI).
• Self‑motivated, detail‑oriented, and capable of working independently from a home office.
• Reliable high‑speed internet connection and a quiet, dedicated workspace.

Preferred Qualifications

• Experience in B2C or B2B customer support environments.
• Background in market research, product testing, or consumer insights.
• Knowledge of social listening tools (e.g., Brandwatch, Sprout Social) and survey platforms (e.g., Qualtrics, SurveyMonkey).
• Previous remote work experience with proven time‑management and self‑discipline.
• Experience presenting data insights to executive stakeholders.
• Advanced degree (MBA, MS in Marketing, or related) or relevant certifications (e.g., Certified Customer Experience Professional).

Skills & Competencies

• Customer‑Centric Mindset: Passion for solving problems and delivering memorable experiences.
• Analytical Thinking: Ability to interpret data, spot patterns, and translate findings into clear recommendations.
• Adaptability: Thrive in a fast‑moving environment with evolving priorities.
• Collaboration: Comfortable partnering with cross‑functional teams across time zones.
• Tech Savvy: Quick learner of new tools and platforms; comfortable navigating complex software ecosystems.
• Communication: Strong storytelling skills to convey insights to both technical and non‑technical audiences.
• Project Management: Ability to juggle multiple projects, set realistic timelines, and deliver on commitments.
• Leadership: Mentoring junior analysts and leading cross‑functional initiatives.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with you. We provide a structured framework for growth, continuous learning, and leadership development:

• Comprehensive onboarding and mentorship programs that pair you with seasoned experts.
• Access to industry conferences, webinars, and workshops—both virtual and in‑person.
• Internal training modules covering advanced market research techniques, data analytics, product strategy, and customer experience design.
• Clear promotion tracks to Senior Analyst, Product Manager, or Customer Experience Lead roles.
• Opportunities to lead cross‑functional projects, manage stakeholder relationships, and present findings to executive leadership.
• Annual performance reviews that align your personal goals with the company’s strategic objectives.
• Dedicated budget for professional certifications, courses, and skill‑building initiatives.

Work Environment & Company Culture

Our culture is anchored in trust, transparency, and a shared commitment to innovation. As a remote team member, you’ll experience:

• Flexible working hours that respect your personal commitments and promote work‑life balance.
• Regular virtual team‑building events, hackathons, and quarterly in‑person retreats to foster connection.
• A culture of open feedback and continuous improvement—your ideas are heard and acted upon.
• Inclusive policies that celebrate diversity, equity, and belonging across all levels.
• Access to a digital collaboration hub that supports seamless communication across time zones.
• Annual “Innovation Day” where teams pitch new ideas and receive mentorship from senior leaders.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to customer satisfaction metrics and product insight contributions.
• Health, dental, and vision insurance options for you and your dependents.
• Retirement savings plan with a generous matching contribution.
• Generous paid time off, flexible holiday scheduling, and a paid parental leave policy.
• Home‑office stipend to equip your workspace with ergonomic furniture and technology.
• Access to wellness programs, mental health resources, and an employee assistance program.
• Annual stipend for professional development courses, certifications, and conferences.
• Employee stock purchase plan to share in the company’s long‑term success.

How to Apply

Ready to bring your customer‑first mindset to a role that shapes the future of products? Click the link below to submit your application and join the brighthush family.

Apply to the Senior Remote Customer Experience & Market Insight Lead position at brighthush

Closing Statement

At brighthush, we’re not just building products; we’re building futures—one insight at a time. If you’re passionate about listening, learning, and leading change from the comfort of your home, we want to hear from you. Join us, and let’s create the next generation of consumer experiences together.