Senior Vice President of Customer Experience & Guest Engagement – Driving Excellence in Service & Loyalty Across Global Hospitality

About brighthush

brighthush is a trailblazer in the hospitality and entertainment industry, redefining the way guests experience leisure, gaming, and community. With a portfolio of world‑class resorts, casinos, and entertainment venues, brighthush invites guests to escape the ordinary and immerse themselves in a vibrant world of fun, chance, and possibility. Every guest interaction is guided by our core principles: “Do it right. Be the best. Have fun.” These values are woven into every facet of our operations, ensuring that each guest feels a sense of belonging, importance, and genuine connection.

Our culture is built on authenticity, positivity, and human caring. We celebrate diversity, empower our team members, and foster an environment where creativity thrives and innovation is rewarded. At brighthush, we believe that a remarkable guest experience is the foundation of lasting loyalty, and we are committed to delivering first‑class service that exceeds expectations at every touchpoint.

Position Overview

The Senior Vice President of Customer Experience & Guest Engagement is a strategic, full‑time, remote leadership role that shapes and drives the end‑to‑end guest experience strategy across all brighthush properties. This executive will set the vision for exceptional service, establish rigorous standards, and champion continuous improvement initiatives that elevate guest satisfaction, loyalty, and engagement.

Reporting to the Chief Operating Officer, the Senior VP will collaborate closely with operations, marketing, hospitality, and technology leaders to embed brighthush’s Purpose and Values into every guest interaction. The role demands a blend of analytical rigor, creative thinking, and inspirational leadership to transform data insights into actionable strategies that resonate with guests and team members alike.

Key Responsibilities

• Strategic Leadership: Develop and execute a comprehensive customer experience strategy that aligns with brighthush’s business objectives and brand promise.
• Guest Journey Design: Map the entire guest journey across all channels—on‑site, digital, and mobile—to identify friction points and opportunities for delight.
• Performance Management: Define, track, and report on key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), retention rates, and first‑contact resolution.
• Data‑Driven Decision Making: Leverage advanced analytics to interpret customer feedback, uncover trends, and recommend evidence‑based improvements.
• Cross‑Functional Collaboration: Partner with marketing, operations, hospitality, and technology teams to ensure seamless integration of guest experience initiatives.
• Team Development: Lead, mentor, and inspire a high‑performing customer experience organization, fostering a culture of continuous learning and accountability.
• Policy & Standards Oversight: Establish and maintain customer service standards, policies, and best practices that guarantee consistency across all brighthush locations.
• Stakeholder Engagement: Build strong relationships with internal stakeholders, external partners, and industry influencers to stay ahead of market trends and best practices.
• Innovation & Continuous Improvement: Champion initiatives that enhance guest engagement, streamline operations, and drive revenue growth through superior service.
• Travel & Remote Management: Manage a distributed team remotely while traveling to key brighthush sites as needed to observe, coach, and reinforce the guest experience vision.

Essential Qualifications

• Minimum 10 years of progressive leadership experience in customer experience, hospitality, gaming, or a service‑driven environment.
• Proven track record of designing and executing customer experience strategies that deliver measurable improvements in NPS, CSAT, and revenue.
• Advanced analytical skills, with proficiency in data visualization tools (e.g., Tableau, Power BI) and statistical analysis.
• Strong strategic planning capabilities, including the ability to translate vision into actionable roadmaps.
• Exceptional communication, collaboration, and stakeholder management skills—capable of influencing senior leaders and cross‑functional teams.
• Experience with customer feedback systems, journey mapping, and performance metrics.
• Bachelor’s degree in Business, Hospitality Management, Marketing, or a related field; an advanced degree (MBA, MHA, etc.) is a distinct advantage.
• Demonstrated ability to thrive in a remote work environment, managing multiple priorities and driving results across distributed teams.
• Willingness to travel to brighthush locations as required to observe operations and engage with guests and staff.

Preferred Qualifications

• Experience leading customer experience initiatives in a multi‑property or global organization.
• Knowledge of the latest trends in hospitality technology, such as AI‑powered chatbots, predictive analytics, and omnichannel engagement platforms.
• Background in change management and organizational development.
• Strong financial acumen—capable of developing budgets, forecasting ROI, and managing cost controls.
• Fluency in additional languages (Spanish, French, Mandarin) is a plus.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for guests and a relentless pursuit of exceeding their expectations.
• Strategic Visionary: Ability to see the big picture while managing day‑to‑day execution.
• Data Fluency: Comfortable turning complex data sets into clear, actionable insights.
• Leadership & Influence: Inspires teams, builds consensus, and drives cultural change.
• Communication Excellence: Articulate ideas clearly across all levels, from front‑line staff to C‑suite executives.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.
• Innovation & Creativity: Generates fresh ideas that translate into tangible guest experiences.
• Collaboration: Works seamlessly with marketing, operations, technology, and finance to achieve shared goals.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our leaders. As Senior VP of Customer Experience, you will:

• Lead high‑impact projects that shape the future of hospitality and entertainment.
• Collaborate with senior executives on strategic initiatives that influence company direction.
• Access executive coaching, leadership development programs, and industry conferences.
• Benefit from a culture that rewards innovation, encourages experimentation, and celebrates success.
• Position yourself for future executive roles within brighthush, such as Chief Experience Officer or Chief Operating Officer.

Work Environment & Culture at brighthush

Our culture is defined by:

• Inclusivity & Diversity: A workplace where every voice is heard and valued.
• Fun & Energy: A vibrant atmosphere that balances professionalism with playfulness.
• Continuous Learning: Ongoing training, mentorship, and knowledge sharing.
• Recognition & Rewards: Celebrating achievements through awards, bonuses, and public acknowledgment.
• Work‑Life Balance: Flexible schedules, remote work options, and wellness programs.

Compensation & Benefits

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

• Base salary commensurate with industry standards and seniority.
• Performance‑based bonuses tied to key metrics such as NPS, CSAT, and revenue growth.
• Equity or profit‑sharing opportunities for senior leaders.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Wellness initiatives: gym memberships, mental health resources, and wellness stipends.
• Professional development budget and access to industry conferences.
• Employee discount programs across brighthush properties and partner brands.

Why Join brighthush?

When you join brighthush, you become part of a forward‑thinking organization that places guests at the heart of everything we do. You’ll:

• Lead transformative initiatives that set new industry standards.
• Work with a passionate, diverse team that values creativity and collaboration.
• Enjoy the flexibility of a remote role while staying connected to the vibrant brighthush community.
• Benefit from a culture that celebrates success, encourages growth, and rewards innovation.
• Make a tangible impact on the lives of guests and team members, creating memorable experiences that last a lifetime.

Ready to Shape the Future of Guest Experience?

If you are a visionary leader with a passion for delivering world‑class customer experiences, we invite you to apply for the Senior Vice President of Customer Experience & Guest Engagement at brighthush. Join us in redefining hospitality, creating unforgettable moments, and building a legacy of excellence.