Strategic Chief Customer Experience & Growth Strategy Officer – Championing Innovation, Market Leadership, and Sustainable Growth for Middle & Large Business at brighthush

About brighthush: Pioneering the Future of Commercial Insurance

brighthush is not just a commercial insurer; we are a forward‑thinking partner that empowers businesses to thrive in an era of rapid change. By combining advanced data science, artificial intelligence, and human insight, we design customer‑centric solutions that protect assets, unlock growth, and deliver lasting value. Our mission is to help small, medium, and large enterprises navigate climate change, cyber threats, regulatory shifts, and emerging risks through proactive, advisory services that keep them ahead of the curve.

In the commercial insurance landscape, traditional coverage models are evolving into integrated risk‑management ecosystems. At brighthush, we collaborate with brokers, risk engineers, and industry leaders to anticipate threats, streamline processes, and deliver a seamless experience that blends technology with personal expertise. Our forward‑thinking approach positions us at the forefront of innovation, and we are looking for a visionary leader to join our executive team and shape the future of customer experience for our Middle & Large Business portfolio.

Why This Role Matters

As the Chief Customer Experience & Growth Strategy Officer, you will be the steward of our customer‑centric vision across the Middle & Large Business segment. Your strategic leadership will directly influence revenue, retention, and risk mitigation for a multi‑million‑dollar portfolio. You will translate deep market insights into actionable plans, embed customer‑centricity into every function, and drive the adoption of AI, digital platforms, and data science to transform the customer journey.

Key Responsibilities

1. Define and Activate the Middle & Large Business Customer Blueprint

• Conduct comprehensive market research to build a market‑leading understanding of customers, brokers, industries, risks, and growth opportunities.
• Integrate customer, broker, market, field, and operational insights into a clear, actionable point of view.
• Develop and continuously evolve a differentiated M&L customer blueprint that translates insights into customer priorities, standards, and expectations across the business.
• Champion the blueprint across all functions, ensuring alignment with strategic goals and operational execution.
• Measure the impact of the blueprint through key performance indicators such as customer satisfaction scores, renewal rates, and cross‑sell metrics.
• Lead quarterly reviews with senior leaders to refine the blueprint based on emerging trends and customer feedback.

2. Drive Customer Value Creation and Differentiation

• Shape how M&L creates value by integrating capabilities of Sales, Underwriting, Claims, Risk Engineering, Operations, Service, and Innovation into a seamless customer proposition.
• Advance proactive, advisory, and insight‑led engagement that helps customers prevent losses, navigate emerging risks, improve resilience, and strengthen business outcomes.
• Translate customer insights into product enhancements, pricing models, and service offerings that differentiate brighthush in the marketplace.
• Champion the development of new, data‑driven products that address unmet customer needs and open new revenue streams.
• Collaborate with the product team to ensure that new offerings are aligned with the customer blueprint and market demand.
• Establish a continuous feedback loop with customers and brokers to iterate on product features and service delivery.

3. Align the Organization Around Customer Outcomes

• Align regions, business units, and functions around a common definition of customer success, shared priorities, and consistent execution expectations.
• Equip field leaders and customer‑facing teams with playbooks, insights, stewardship routines, and capabilities needed to consistently deliver the customer blueprint.
• Establish governance structures that embed customer‑centricity into leadership expectations, business planning, investment decisions, operating routines, and performance measures.
• Facilitate cross‑functional workshops and strategy sessions to ensure shared understanding and commitment.
• Monitor and report on progress, adjusting strategies as needed to stay on track with customer outcomes.
• Champion a culture of accountability where every team member owns customer success metrics.

4. Simplify the Customer Experience and Embed Accountability

• Partner with business and functional leaders to eliminate customer friction, simplify processes, improve responsiveness, and expand the effective use of digital, AI, and automation capabilities.
• Embed customer‑centricity into leadership expectations, business planning, investment decisions, operating routines, and performance measures, with clear metrics tied to customer and business outcomes.
• Drive continuous improvement initiatives that reduce cycle times, lower costs, and enhance the overall customer experience.
• Champion the adoption of customer‑experience metrics such as Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Lifetime Value (CLV).
• Ensure that all customer‑facing touchpoints are designed with the end‑user in mind, from onboarding to claims resolution.
• Lead the implementation of a unified customer journey map that aligns all touchpoints and identifies opportunities for automation.

Essential Qualifications

• 15+ years of progressive leadership experience in commercial insurance, customer strategy, distribution, underwriting, claims, risk advisory, operations, marketing, and/or strategy.
• Deep understanding of commercial insurance customers, brokers, industries, risk dynamics, and business economics, with the ability to translate customer and market needs into business priorities.
• Proven ability to lead through influence in a complex, matrixed organization, aligning senior leaders and cross‑functional teams around shared outcomes without direct authority.
• Strong strategic, analytical, and business acumen, including the ability to synthesize customer, market, operational, and Voice of Customer insights into actionable strategies and operating priorities.
• Demonstrated success translating strategy into execution, including developing playbooks, operating routines, governance mechanisms, and change initiatives that drive measurable business results.
• Exceptional communication and storytelling skills, with the ability to influence executive audiences, shape market‑facing narratives, and build alignment around a strategic vision.
• Track record of driving customer value, growth, retention, risk mitigation, operational simplification, and customer‑centric culture change across multiple functions.
• Bachelor’s degree preferred; advanced degree and/or insurance or risk management designation preferred, or equivalent relevant experience.
• Demonstrated experience partnering with brokers, agents, and cross‑functional business leaders to develop and execute customer‑focused strategies that enhance retention, strengthen relationships, and deliver a differentiated customer experience.
• Strong understanding of risk mitigation and total cost of risk concepts, with the ability to collaborate effectively across underwriting, claims, and risk engineering functions to develop solutions that help customers prevent losses and improve outcomes.
• Willingness and ability to travel up to 50% to engage with customers, brokers, field leaders, and key stakeholders, building alignment and driving execution of customer‑focused initiatives across the organization.

Preferred Qualifications & Competencies

• Experience in a senior customer‑strategy role within a large, diversified insurer.
• Hands‑on knowledge of AI, data analytics, and digital transformation initiatives in the insurance space.
• Strong stakeholder management skills, with a proven ability to navigate complex organizational dynamics.
• Track record of building high‑performing, cross‑functional teams that deliver on ambitious customer‑centric goals.
• Deep understanding of broker‑partner ecosystems and the ability to co‑create value propositions.
• Experience in leading change management initiatives that embed new operating models and cultural shifts.
• Proficiency in using customer‑experience tools and platforms such as CRM, CX analytics, and digital engagement suites.
• Experience in developing and managing budgets for customer‑experience initiatives.

Skills and Competencies for Success

• Strategic Visionary – Ability to see the big picture and translate it into actionable, measurable plans.
• Customer‑Obsessed – Deep empathy for customers and a relentless drive to exceed their expectations.
• Data‑Driven Decision Maker – Proficiency in leveraging analytics, AI, and market research to inform strategy.
• Change Champion – Skilled at influencing, coaching, and guiding teams through transformation.
• Collaborative Leader – Adept at building partnerships across functions, regions, and external partners.
• Financial Acumen – Understanding of P&L, pricing, and cost‑to‑serve models to align strategy with profitability.
• Communication Master – Exceptional storytelling, presentation, and negotiation skills.
• Resilience – Ability to thrive in a fast‑paced, evolving environment while maintaining focus on long‑term goals.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. As Chief Customer Experience & Growth Strategy Officer, you will:

• Lead a high‑impact, cross‑functional team that shapes the future of commercial insurance.
• Collaborate with the executive leadership team to set strategic direction and influence company‑wide initiatives.
• Participate in executive coaching and leadership development programs tailored to senior leaders.
• Have access to industry conferences, workshops, and advanced training in AI, data science, and customer experience design.
• Be positioned for future executive roles, such as Chief Customer Officer or Chief Strategy Officer, within brighthush.
• Engage in mentorship programs, both as a mentor and mentee, to foster continuous learning.
• Contribute to thought leadership through white papers, industry panels, and internal knowledge sharing.

Work Environment & Company Culture

brighthush fosters a culture of curiosity, collaboration, and continuous improvement. Our values are reflected in:

• Innovation: We encourage experimentation and reward bold ideas that drive customer value.
• Transparency: Open communication channels ensure that every team member understands the company’s vision and their role in achieving it.
• Diversity & Inclusion: We celebrate diverse perspectives and create an inclusive environment where all voices are heard.
• Work‑Life Balance: Flexible work arrangements, generous time‑off policies, and wellness programs support your personal and professional well‑being.
• Community Impact: We actively engage in community outreach and sustainability initiatives that align with our mission to protect and empower businesses.
• Team Spirit: Regular team‑building events, hackathons, and cross‑departmental collaborations keep the energy high.
• Learning Culture: Continuous learning is embedded in our processes, with access to online courses, certifications, and internal knowledge hubs.

Compensation & Benefits

While the base salary range for this role is competitive and reflective of market benchmarks, brighthush offers a comprehensive total‑compensation package that includes:

• Performance‑based bonuses and long‑term incentive plans.
• Health, dental, vision, and life insurance.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements and remote work options.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including mental health resources and fitness subsidies.
• Employee recognition programs and spot awards.
• Access to cutting‑edge technology and tools to support your work.

How to Apply

If you are a strategic thinker with a passion for customer experience and a proven track record in commercial insurance, we want to hear from you. Join brighthush and help shape the future of risk management for businesses worldwide.

Apply now to become the Chief Customer Experience & Growth Strategy Officer at brighthush and lead the transformation of our Middle & Large Business strategy.

We are an equal‑opportunity employer. brighthush celebrates diversity and is committed to creating an inclusive environment for all employees.