Senior Remote Customer Insights Analyst – Voice of the Family, Strategic Data Storyteller & Decision‑Making Champion Driving Family‑Centric Learning Innovation, Experience Optimization, and Product Strategy at brighthush

About brighthush and the Family‑Centric Learning Revolution

brighthush is not just a digital learning platform; it is a catalyst for change in how families nurture curiosity, confidence, and lifelong learning. With evidence‑based programs that span early childhood education, after‑school enrichment, and family wellness, we touch the lives of millions across the United States. Our mission is simple yet profound: every child deserves the tools to thrive, and every family deserves the support to guide that journey.

In a world where technology is reshaping how families interact, learn, and grow, brighthush stands at the intersection of innovation and impact. We combine cutting‑edge data science, engaging curriculum design, and a deep understanding of family dynamics to create experiences that are not only educational but also deeply personal. As we scale our impact, we’re looking for a Senior Remote Customer Insights Analyst who can become the Voice of the Family and translate raw data into compelling stories that shape strategy, product, and operations.

Why This Role Matters

In the fast‑moving world of family‑centric learning, the insights you uncover are the compass that guides every decision – from curriculum design to user experience tweaks, from marketing campaigns to partnership strategies. As the senior analyst, you’ll be the bridge between families’ lived experiences and the teams that build the next generation of learning tools. Your work will directly influence how millions of families engage with our products, ensuring that every touchpoint is meaningful, inclusive, and impactful.

Beyond the numbers, you will help us answer the most critical questions families ask: “Is this program truly helping my child?” “How can we make learning more engaging?” “What new features will bring the most value?” Your voice will shape the future of family education and set the standard for data‑driven decision making in the industry.

What You’ll Do

As a Senior Remote Customer Insights Analyst, you will:

• Own the Voice of Customer (VoC) Program across all touchpoints, turning feedback into actionable insights.
• Design, execute, and analyze end‑to‑end research studies that inform product, marketing, and operational strategies.
• Build dynamic segmentation and persona models that guide cross‑functional teams.
• Track and report on experience metrics such as NPS, CSAT, and other family‑centric KPIs.
• Collaborate with Activation & Experience leaders to prioritize learning agendas.
• Support data science initiatives by providing foundational research and validation.
• Translate findings into concise, visually compelling presentations for senior leadership.
• Champion continuous improvement by identifying measurement gaps and proposing new research methods.
• Take on additional projects that drive innovation and operational excellence.

Key Responsibilities

• Lead the Voice of Customer (VoC) Program – Own all VoC touchpoints, from surveys and call reason codes to reviews and exit interviews, to surface actionable signals for cross‑functional teams.
• Design & Execute End‑to‑End Research – From survey design and sampling to in‑depth interviews and behavioral analytics, ensure methodological rigor and relevance.
• Build Dynamic Segmentation & Persona Models – Create family segmentation frameworks and persona archetypes that guide marketing, product, and operations across our brand portfolio.
• Track Experience Metrics – Maintain and report on NPS, CSAT, and other family experience KPIs, providing trend analysis and benchmarking against industry standards.
• Collaborate with Activation & Experience Leaders – Partner with the Customer Experience & Activation Manager to prioritize learning agendas and align insights with business objectives.
• Support Data Science Initiatives – Provide foundational research and validation for predictive modeling, ensuring data science efforts are grounded in real‑world customer behavior.
• Executive Reporting & Storytelling – Translate research findings into concise, visually compelling presentations for senior leadership, highlighting key insights and actionable recommendations.
• Champion Continuous Improvement – Identify gaps in measurement systems, propose new research methods, and advocate for data‑driven decision making across the organization.
• Take on Additional Projects – Demonstrate flexibility and a proactive mindset by contributing to cross‑functional initiatives as needed.

Essential Qualifications

• Bachelor’s degree in psychology, sociology, marketing research, statistics, consumer behavior, or a related field.
• 3–5 years of experience in consumer or customer insights, market research, or a comparable analytical role.
• Hands‑on expertise in designing, sampling, and analyzing surveys, including statistical significance testing.
• Proficiency with survey platforms such as Qualtrics, SurveyMonkey, Google Surveys, or equivalent.
• Strong SQL skills and experience querying customer data from modern data warehouses.
• Track record of presenting research findings to executive or senior leadership audiences.
• Ability to craft research plans that directly answer business questions.
• Solid understanding of both qualitative and quantitative research methodologies.
• Skill in distinguishing signal from noise in large customer feedback datasets.
• Comfort presenting to executive audiences and defending methodological choices.
• Experience working across multiple brands and understanding distinct family personas.
• Excellent customer service orientation toward internal and external stakeholders.
• Strong written, verbal, and interpersonal communication skills.

Preferred Qualifications

• 5+ years of experience in customer insights or consumer research.
• Master’s degree in a research‑oriented discipline.
• Experience with qualitative methods such as in‑depth interviews and focus groups.
• Proven track record of building and validating customer segmentation or persona models in market.
• Background in education, childcare, healthcare, or other family‑services consumer industries.
• Familiarity with modern analytics tools (R, Python, or similar) for statistical analysis.

Skills & Competencies

• Data‑driven mindset with a passion for uncovering hidden patterns.
• Strategic thinking: translating insights into actionable business recommendations.
• Project management: juggling multiple research initiatives with tight deadlines.
• Collaboration: working seamlessly with marketing, product, operations, and data science teams.
• Communication: distilling complex findings into clear, persuasive narratives.
• Adaptability: thriving in a remote, fast‑paced environment while maintaining high quality.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• Mentorship from senior leaders in Customer Experience, Product, and Marketing.
• Regular learning sessions on advanced analytics, emerging research techniques, and industry trends.
• Opportunities to lead cross‑functional initiatives and present to the executive team.
• Clear career pathways into senior analyst, research director, or product strategy roles.
• Support for pursuing certifications (e.g., Google Analytics, Tableau, SAS, or advanced statistics).

Work Environment & Culture at brighthush

brighthush is built on a foundation of collaboration, transparency, and a shared commitment to family empowerment. Even though this role is remote, you’ll be part of a vibrant, inclusive community that values:

• Open communication: regular virtual town halls, team stand‑ups, and one‑on‑one check‑ins.
• Innovation: a culture that encourages experimentation and rewards creative problem‑solving.
• Work‑life balance: flexible schedules, generous paid time off, and a focus on mental well‑being.
• Diversity & inclusion: initiatives that celebrate diverse perspectives and foster belonging.
• Community impact: opportunities to volunteer, mentor, and contribute to local family‑support programs.

Compensation, Perks, and Benefits

While specific salary ranges are competitive and commensurate with experience, brighthush offers a comprehensive benefits package designed to support your health, financial security, and personal growth:

• Medical, dental, and vision coverage.
• Flexible Spending Accounts (FSAs) for healthcare and dependent care.
• Life, disability, accident, critical illness, and hospital indemnity insurance.
• Pre‑paid legal benefits and identity theft protection.
• Pet insurance and child‑care discount for all employees.
• 401(k) retirement plan with company match after 30 days of employment.
• Education assistance, including tuition reimbursement.
• Corporate partner discounts across a wide range of services.
• Flexible Paid Time Off (PTO) with no set accrual, allowing you to take time when you need it.
• Central bonus program tied to company performance.

Join the brighthush Family Today

At brighthush, you’ll be part of a mission‑driven organization that is reshaping how families learn and grow. Your work will directly influence the products that millions of families trust, and you’ll collaborate with passionate teams that value curiosity, empathy, and data‑driven decision making. We celebrate innovation, champion diversity, and prioritize well‑being, ensuring you can thrive both professionally and personally.

How to Apply

If you’re ready to bring your analytical expertise and passion for family‑centric learning to brighthush, we encourage you to apply today. Join us in shaping the future of family education and making a lasting impact on children’s lives.