Senior Vice President of Customer Enablement & Experience – Driving Digital Engagement, Loyalty, and Growth at brighthush

About brighthush

brighthush is a trailblazing micro‑finance organization that is redefining how people and businesses in Malawi access capital. Guided by the mantra “Finance for the People,” we harness cutting‑edge technology and innovative product design to break down financial barriers and empower communities to thrive. Our AAA strategy—Affordable, Accessible, and Available—ensures that every solution we deliver is cost‑effective, reaches diverse audiences, and is seamlessly integrated into digital ecosystems that customers trust and love.

At brighthush, we are more than a lender; we are a catalyst for sustainable development. Our mission‑driven culture values creativity, inclusion, and measurable impact. We partner with local entrepreneurs, small‑business owners, and community leaders to co‑create financial products that help them manage risk, grow operations, and create lasting change. If you are passionate about using technology to democratize finance and want to be part of a team that is reshaping the future of micro‑finance, brighthush is the place for you.

Position Overview

The Senior Vice President of Customer Enablement & Experience will be a strategic, full‑time, remote leader responsible for elevating every touchpoint that customers have with brighthush. This role will shape the customer journey, drive satisfaction and loyalty, and ensure that our digital and traditional channels deliver consistent, high‑quality service. You will build and mentor a world‑class enablement team, develop frameworks that empower frontline staff, and partner with product, technology, and operations to translate customer insights into tangible improvements.

Key Responsibilities

• Customer Experience Strategy: Design and execute a holistic customer experience roadmap that aligns with brighthush’s mission and business objectives.
• Enablement Framework Development: Create scalable enablement programs—including training modules, playbooks, and knowledge bases—that equip customer‑facing teams to deliver exceptional service.
• Contact Center Leadership: Oversee all aspects of the contact center, from staffing and scheduling to quality assurance and performance metrics, ensuring 24/7 coverage and rapid response times.
• Data‑Driven Decision Making: Leverage advanced analytics to monitor CSAT, NPS, and other KPIs; translate insights into actionable initiatives that improve service quality.
• Cross‑Functional Collaboration: Partner with Product, Technology, and Operations to embed customer feedback into product roadmaps, platform enhancements, and process redesigns.
• Team Building & Mentorship: Recruit, coach, and retain a high‑performing enablement team; foster a culture of continuous learning and professional growth.
• Process Optimization: Identify bottlenecks in customer journeys, streamline workflows, and implement best practices that reduce friction and increase efficiency.
• Stakeholder Management: Communicate enablement strategy and performance to senior leadership, investors, and external partners; translate complex data into clear, actionable insights.
• Compliance & Risk Management: Ensure all customer interactions adhere to regulatory standards and internal policies, safeguarding both customers and brighthush.
• Innovation & Thought Leadership: Stay abreast of industry trends, emerging technologies, and best practices; champion innovative solutions that set brighthush apart in the micro‑finance space.

Essential Qualifications

• Minimum 10 years of progressive experience in customer experience, customer success, or contact center leadership, preferably within fintech, micro‑finance, or financial services.
• Proven track record of designing and scaling customer enablement programs that drive measurable improvements in CSAT, NPS, and retention.
• Deep expertise in managing large, distributed contact center operations, including workforce management, quality assurance, and performance analytics.
• Advanced analytical skills: proficiency in SQL, Python, or similar tools; ability to build dashboards, run cohort analyses, and derive insights from complex datasets.
• Strong business acumen: ability to translate customer data into strategic product and service enhancements.
• Exceptional communication and stakeholder management skills; comfortable presenting to C‑suite executives, board members, and external partners.
• Experience leading and developing high‑performing teams in a remote, multicultural environment.
• Bachelor’s degree in Business, Finance, Communications, or a related field; MBA or advanced certifications (e.g., Certified Customer Experience Professional) are a plus.
• Familiarity with digital customer engagement platforms (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
• Knowledge of regulatory frameworks governing micro‑finance and digital banking in emerging markets.

Preferred Qualifications

• Experience in a high‑growth startup or scale‑up environment where rapid iteration and agility are the norm.
• Background in product management or user experience design, enabling a deeper understanding of how customer insights shape product development.
• Proficiency in multiple languages spoken in Malawi (e.g., Chichewa, English, Bemba) to better serve diverse customer segments.
• Track record of implementing AI or machine‑learning solutions to enhance customer service (e.g., chatbots, predictive routing).
• Experience with community‑based outreach programs or social impact initiatives that align with brighthush’s mission.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data‑Driven Decision Making
• Change Management & Process Improvement
• Team Building & Coaching
• Cross‑Functional Collaboration
• Excellent Written & Verbal Communication
• Adaptability & Resilience in Fast‑Paced Environments
• Regulatory & Compliance Awareness
• Technology Fluency (CRM, Analytics, Automation)

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the markets we serve. As Senior Vice President of Customer Enablement, you will:

• Lead a strategic function that directly influences company growth and customer satisfaction.
• Collaborate with the CEO, COO, and CFO to shape the overall business strategy.
• Mentor and develop future leaders within the customer experience domain.
• Participate in global fintech conferences, workshops, and industry forums.
• Access continuous learning resources, including leadership development programs, industry certifications, and cross‑functional training.
• Enjoy a flexible remote work environment that supports work‑life balance while fostering a sense of belonging.

Work Environment & Culture at brighthush

brighthush is built on a foundation of trust, collaboration, and purpose. Our culture is defined by:

• Inclusive & Diverse Teams: We celebrate differences and encourage diverse perspectives in every decision.
• Innovation‑First Mindset: Experimentation is encouraged; failure is a learning opportunity.
• Community Impact: Every project is measured against its social impact, ensuring we create lasting value for the communities we serve.
• Transparent Communication: Open channels of dialogue across all levels foster accountability and shared ownership.
• Remote‑First Flexibility: Work from anywhere while staying connected through collaborative tools and regular virtual town halls.
• Well‑Being & Support: Comprehensive health benefits, mental health resources, and wellness programs are part of our commitment to employee well‑being.

Compensation & Benefits

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

• Base salary commensurate with industry standards for senior leadership roles.
• Performance‑based bonuses tied to customer satisfaction metrics and business outcomes.
• Equity or profit‑sharing options to align your success with the company’s growth.
• Health, dental, and vision insurance plans.
• Flexible paid time off and parental leave policies.
• Professional development stipend and access to industry conferences.
• Technology stipend for remote work setup.
• Employee assistance program and mental health resources.

Why Join brighthush?

When you join brighthush, you become part of a mission that transcends profit. You will:

• Help millions of people in Malawi gain access to the financial tools they need to build resilient futures.
• Lead a high‑impact function that shapes the customer experience across a rapidly growing organization.
• Work with a passionate, diverse team that values innovation, inclusion, and measurable impact.
• Enjoy a flexible, remote work environment that supports your personal and professional growth.
• Benefit from a culture that rewards creativity, collaboration, and continuous learning.

How to Apply

Ready to make a difference and lead the next wave of customer experience innovation? Click the link below to submit your application and join the brighthush family.

We look forward to discovering how your vision, expertise, and passion can help us continue to empower communities and transform the micro‑finance landscape.