Senior Remote Customer Experience Specialist – Champion Market‑Driven Research, Drive Product Innovation, Earn Competitive Compensation, Shape the Future of Customer Delight at brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that thrives on turning insights into action. With a global footprint and a culture that prizes curiosity, collaboration, and continuous improvement, brighthush is redefining how businesses listen to, understand, and delight their customers. Our mission is simple: to create products and experiences that resonate, inspire, and deliver measurable value. As a remote‑first company, we empower our teams to work from anywhere while staying connected through a vibrant digital ecosystem that supports creativity, autonomy, and professional growth.

Why This Role Matters

As a Senior Remote Customer Experience Specialist, you will be the linchpin between our customers and the product teams. Your deep expertise in market‑driven research will shape the roadmap, influence design decisions, and ensure that every feature we launch is backed by real, actionable data. In this role, you will not only gather insights but also champion a culture of empathy, data‑driven decision making, and relentless pursuit of excellence.

Key Responsibilities

• Conduct Comprehensive Market Research: Design, execute, and analyze qualitative and quantitative studies—including surveys, focus groups, usability tests, and competitive analyses—to uncover customer needs, pain points, and emerging trends.
• Translate Insights into Action: Synthesize research findings into clear, compelling narratives and actionable recommendations that guide product strategy, feature prioritization, and user experience design.
• Collaborate Cross‑Functionally: Partner with Product Managers, Designers, Engineers, and Marketing teams to embed customer insights into every stage of the product lifecycle.
• Champion Customer Advocacy: Serve as the voice of the customer within the organization, ensuring that user perspectives are represented in decision‑making forums and executive briefings.
• Develop and Maintain Research Playbooks: Create standardized processes, templates, and best‑practice guides that streamline research activities and promote consistency across projects.
• Mentor and Lead: Provide guidance to junior researchers and analysts, fostering a learning environment that encourages experimentation and skill development.
• Measure Impact: Define and track key performance indicators (KPIs) that demonstrate the value of research initiatives on product adoption, customer satisfaction, and business outcomes.
• Stay Ahead of Industry Trends: Continuously monitor the competitive landscape, emerging technologies, and evolving customer behaviors to keep brighthush at the forefront of innovation.

Essential Qualifications

• 10+ years of experience in customer experience, market research, or related fields, with a proven track record of influencing product strategy.
• Expertise in both qualitative and quantitative research methodologies, including survey design, interview techniques, usability testing, and data analytics.
• Strong analytical mindset with proficiency in statistical tools (e.g., SPSS, R, Python) and data visualization platforms (e.g., Tableau, Power BI).
• Excellent written and verbal communication skills, capable of presenting complex findings to diverse audiences, from frontline teams to C‑suite executives.
• Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and deliver high‑quality insights on time and within budget.
• Experience working in a remote, distributed environment, with a proven ability to collaborate effectively across time zones and cultural contexts.
• Proficiency in project management tools (e.g., Asana, Trello, Jira) and collaboration platforms (e.g., Slack, Microsoft Teams).

Preferred Qualifications

• Advanced degree in Market Research, Psychology, Business Analytics, or a related discipline.
• Experience in the tech or SaaS industry, particularly in customer‑centric product development.
• Familiarity with customer journey mapping, service design, and experience design frameworks.
• Knowledge of emerging research technologies such as AI‑driven sentiment analysis, eye‑tracking, or virtual reality testing.
• Previous leadership experience in building or scaling research teams.

Core Skills & Competencies

• Customer Empathy: Deep understanding of customer motivations, emotions, and behaviors.
• Strategic Thinking: Ability to connect research insights to long‑term business goals.
• Data Literacy: Strong quantitative skills and comfort interpreting complex datasets.
• Storytelling: Crafting compelling narratives that resonate with stakeholders.
• Collaboration: Working seamlessly with cross‑functional teams in a fast‑paced environment.
• Adaptability: Thriving in a dynamic, remote setting with evolving priorities.
• Project Management: Planning, executing, and delivering research projects on schedule.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Senior Remote Customer Experience Specialist, you will:

• Lead high‑impact research initiatives that directly shape product roadmaps and company strategy.
• Mentor junior analysts, building a high‑performing research team that sets industry standards.
• Participate in executive‑level strategy sessions, gaining visibility and influence across the organization.
• Access a curated learning library, including courses on advanced analytics, AI, and design thinking.
• Attend virtual conferences, workshops, and hackathons to stay connected with the broader research community.
• Explore leadership tracks, such as Head of Customer Experience or Director of Market Research, as you grow with brighthush.

Work Environment & Culture

brighthush’s remote culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours that respect your personal rhythm and life commitments.
• A fully equipped home office stipend to ensure you have the tools you need for success.
• Regular virtual team gatherings, including “Coffee & Chat” sessions, hackathons, and wellness check‑ins.
• A culture of psychological safety where ideas are welcomed, feedback is constructive, and failure is seen as a stepping stone to innovation.
• Access to a global network of peers, mentors, and industry experts through our internal knowledge hub.

Compensation & Perks

While specific figures are tailored to experience and market, brighthush offers a competitive compensation package that includes:

• Base salary aligned with industry benchmarks for senior research roles.
• Performance‑based bonuses tied to product impact metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Unlimited paid time off and a generous parental leave policy.
• Annual professional development budget for courses, certifications, or conferences.
• Wellness benefits, including virtual fitness classes, mental health support, and mindfulness resources.

How to Apply

If you are passionate about turning customer insights into transformative products and thrive in a remote, collaborative environment, we want to hear from you. Submit your resume, a cover letter detailing your most impactful research projects, and any relevant portfolio or case studies through our online application portal.

Join brighthush Today

Become a catalyst for change at brighthush, where your expertise will shape the future of customer experience and drive product innovation that resonates worldwide. Apply now and help us build products that not only meet but exceed the expectations of our diverse, global customer base.