Senior Voice of Customer Analytics Lead & Customer Experience Strategist – Remote Healthcare Innovation Champion Driving Data‑Powered Patient Engagement, Product Excellence, and Strategic Growth at brighthush

About brighthush

brighthush is a trailblazer in the healthcare technology arena, redefining how patients experience hearing care by fusing sophisticated data analytics with heartfelt empathy. Our mission is simple yet profound: empower individuals to hear the world more clearly while cultivating a workplace that celebrates curiosity, collaboration, and continuous growth. By marrying data science with compassionate service, we create products that resonate deeply with users and set new benchmarks for patient satisfaction.

Why brighthush?

At brighthush, you’ll join a dynamic, cross‑functional team that transforms customer insights into tangible product improvements. We champion a culture of transparency, where every voice—from frontline clinicians to senior executives—matters. Our remote‑first model offers the flexibility to work from anywhere in the United States, while weekly virtual huddles, cross‑functional workshops, and an internal knowledge‑sharing platform keep us connected and aligned. We celebrate diversity, encourage open dialogue, and reward innovative thinking.

Impact on Patients

Every decision you make as a Senior Voice of Customer Analytics Lead influences the lives of thousands of patients. By translating raw data into actionable insights, you help shape products that improve hearing, enhance quality of life, and reduce the emotional burden of hearing loss. Your work directly supports our commitment to delivering personalized, evidence‑based solutions that empower patients to engage fully with the world around them.

Role Overview

As the analytical backbone of our Voice of Customer (VoC) initiatives, you will be responsible for turning complex data sets into clear, actionable narratives that guide product strategy, marketing, and engineering. Your expertise will shape the customer journey, influence roadmap decisions, and drive measurable improvements in satisfaction metrics and brand loyalty. You will collaborate closely with product managers, UX researchers, and marketing teams to embed a data‑driven mindset across the organization.

Key Responsibilities

• Data Analysis & Insight Generation: Dive deep into customer data sets—survey responses, usage logs, support tickets—to uncover trends, pain points, and opportunities for improvement. Apply statistical techniques and predictive modeling to forecast future customer behavior and identify high‑impact segments.
• VoC Program Design & Management: Lead the end‑to‑end design of customer feedback programs. Craft survey logic, sampling strategies, and scoring frameworks that align with business objectives. Ensure data integrity and compliance with privacy regulations.
• Reporting & Visualization: Build and maintain interactive dashboards in brighthush BI that provide real‑time visibility into key metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and churn risk. Translate complex data into clear, concise executive summaries and actionable recommendations.
• Cross‑Functional Collaboration: Partner with product managers, UX researchers, and marketing teams to translate insights into feature enhancements, content updates, and targeted campaigns. Facilitate workshops to align stakeholders around data‑driven priorities.
• Continuous Improvement: Evaluate the effectiveness of VoC initiatives, refine survey instruments, and implement A/B tests to optimize response rates and data quality.
• Mentorship & Knowledge Sharing: Mentor junior analysts and share best practices in data storytelling, survey methodology, and analytics tooling across the organization.
• Strategic Advisory: Serve as a trusted advisor to senior leadership on customer experience trends, emerging industry benchmarks, and strategic opportunities for differentiation.
• Process Optimization: Identify and streamline analytical workflows, automate repetitive tasks, and champion the adoption of new tools and techniques that enhance analytical efficiency.

Essential Qualifications

• Bachelor’s degree in Business, Analytics, Marketing, Statistics, Social Sciences, or a related discipline.
• 2–4 years of professional experience in customer experience analytics, market research, or a data‑centric role within a consumer‑facing organization.
• Proficiency in brighthush Excel, including advanced functions, pivot tables, and VBA scripting.
• Hands‑on experience designing, deploying, and analyzing surveys using platforms such as brighthush, brighthush, or similar.
• Strong analytical mindset with the ability to translate data into clear, actionable recommendations.
• Excellent written and verbal communication skills, capable of presenting complex findings to both technical and non‑technical audiences.
• Experience working in a remote, distributed team environment and managing cross‑functional projects.

Preferred Qualifications

• Advanced degree (MBA, MS, PhD) in a quantitative field.
• Proficiency in brighthush BI, brighthush, or brighthush for data visualization.
• Experience with statistical software such as brighthush, brighthush (pandas, matplotlib), or brighthush.
• Knowledge of customer journey mapping and experience design frameworks.
• Familiarity with healthcare regulations (HIPAA, GDPR) and data privacy best practices.
• Previous exposure to the hearing care or broader medical device industry.

Skills & Competencies

• Analytical Thinking: Ability to dissect complex data sets and uncover hidden patterns.
• Strategic Vision: Translate insights into long‑term product and service strategies.
• Collaboration: Work effectively across cross‑functional teams in a fast‑paced environment.
• Project Management: Lead multiple initiatives simultaneously, meeting deadlines and stakeholder expectations.
• Adaptability: Thrive in a rapidly evolving industry and embrace new tools and methodologies.
• Customer‑Centric Mindset: Keep the end‑user at the heart of every analysis and recommendation.
• Communication: Convey complex data insights in a compelling, accessible manner.
• Technical Proficiency: Comfortable with brighthush SQL, data modeling, and basic scripting.

Tools & Technologies

• brighthush Excel (advanced)
• brighthush BI (data modeling, DAX, dashboard creation)
• brighthush (survey design, data extraction)
• brighthush SQL (basic querying)
• brighthush or brighthush (optional but preferred)
• brighthush / brighthush (project tracking and documentation)
• brighthush / brighthush (collaboration)

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. You’ll have access to:

• Annual learning stipend for courses, certifications, and conferences.
• Mentorship programs pairing you with senior leaders across product, engineering, and analytics.
• Rotational projects that expose you to different facets of the business—from product development to marketing strategy.
• Clear promotion pathways: Analyst → Senior Analyst → Lead Analyst → Director of Customer Experience.
• Leadership development workshops focused on strategic thinking, stakeholder management, and data‑driven decision making.
• Opportunity to present findings at industry conferences and internal innovation forums.

Work Environment & Culture

Our remote‑first culture is built on trust, flexibility, and a shared commitment to excellence. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Regular virtual coffee chats, hackathons, and wellness initiatives keep our team connected and energized. We foster a sense of belonging through inclusive practices, transparent communication, and a focus on work‑life harmony.

Compensation & Benefits

• Salary Range: USD 87,000 – 95,000 per year, commensurate with experience.
• 401(k) plan with company match.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Health, dental, and vision insurance plans.
• Comprehensive retirement plan.
• Paid parental leave (both maternity and paternity).
• Wellness stipend and mental health resources.
• Employee referral bonus program.
• Annual performance bonus potential.
• Access to a digital learning platform with curated content.

How to Apply

Ready to make a measurable impact on how people experience hearing care? Click the link below to submit your application and join the brighthush team.

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Closing Statement

At brighthush, your analytical expertise will shape the future of hearing technology and improve lives worldwide. If you’re passionate about turning data into meaningful change, thrive in a collaborative remote environment, and want to grow alongside industry leaders, we want to hear from you. Apply today and help us bring brighter, clearer sound to the world.