Strategic Chief Customer Experience & Growth Strategy Officer – Driving Innovation, Market Leadership, and Sustainable Growth for Mid‑Market & Large Enterprise Portfolio at brighthush

About brighthush – Redefining the Future of Commercial Insurance

brighthush is not just another commercial insurer; we are a technology‑enabled partner that helps businesses of every size thrive amid rapid economic, environmental, and regulatory change. By fusing advanced data science, artificial intelligence, and deep industry expertise, we create customer‑centric risk solutions that protect assets, unlock growth, and deliver measurable value. Our purpose is to empower small, medium, and large enterprises to navigate climate‑related risks, cyber threats, evolving regulations, and emerging perils through proactive advisory services that keep them ahead of the curve.

In today’s insurance landscape, traditional coverage models are giving way to integrated risk‑management ecosystems. At brighthush, we collaborate with brokers, risk engineers, and industry thought leaders to anticipate threats, streamline processes, and deliver a seamless experience that blends cutting‑edge technology with human insight. This forward‑thinking mindset places us at the forefront of industry innovation, and we are seeking a visionary executive to lead the transformation of customer experience for our Mid‑Market & Large Enterprise segment.

Why This Role Matters

The Strategic Chief Customer Experience & Growth Strategy Officer will be the guardian of brighthush’s customer‑centric vision for the Mid‑Market & Large Enterprise portfolio. Your strategic leadership will directly influence revenue growth, customer retention, and risk mitigation for a multi‑million‑dollar book of business. You will translate deep market insights into actionable plans, embed customer‑centricity across every function, and champion the adoption of AI, digital platforms, and data‑driven decision‑making to transform the end‑to‑end customer journey.

Key Responsibilities

1. Define and Activate the Mid‑Market & Large Enterprise Customer Blueprint

• Lead comprehensive market research initiatives to develop a market‑leading understanding of customers, brokers, industry verticals, risk profiles, and growth opportunities.
• Synthesize insights from customers, brokers, field teams, and operational data into a clear, actionable point of view that guides product, service, and experience design.
• Design, launch, and continuously evolve a differentiated customer blueprint that translates insights into concrete priorities, standards, and expectations across the organization.
• Champion the blueprint across all functions—sales, underwriting, claims, risk engineering, operations, and innovation—ensuring alignment with strategic goals and flawless execution.
• Establish and track key performance indicators (KPIs) such as Net Promoter Score (NPS), renewal rates, cross‑sell ratios, and Customer Lifetime Value (CLV) to measure blueprint impact.
• Facilitate quarterly executive reviews to refine the blueprint based on emerging trends, competitive dynamics, and real‑time customer feedback.

2. Drive Customer Value Creation and Market Differentiation

• Architect a seamless, end‑to‑end value proposition that integrates sales, underwriting, claims, risk engineering, operations, service, and innovation into a single, compelling customer experience.
• Promote proactive, advisory‑driven engagement models that help customers prevent losses, navigate emerging risks, and improve business resilience.
• Translate customer insights into product enhancements, innovative pricing models, and service offerings that set brighthush apart from competitors.
• Lead the development of data‑driven, next‑generation insurance products that address unmet customer needs and open new revenue streams.
• Partner with product management to ensure new offerings align with the customer blueprint, market demand, and profitability targets.
• Implement a continuous feedback loop with brokers and customers to iterate on product features, service delivery, and digital experiences.

3. Align the Organization Around Customer Outcomes

• Unify regional offices, business units, and functional teams around a shared definition of customer success, common priorities, and consistent execution expectations.
• Equip field leaders and front‑line teams with playbooks, insight dashboards, stewardship routines, and capability‑building programs needed to deliver the blueprint consistently.
• Establish governance structures that embed customer‑centricity into leadership expectations, business planning, investment decisions, operating routines, and performance metrics.
• Facilitate cross‑functional workshops, strategy sessions, and design sprints to ensure shared understanding and commitment across the enterprise.
• Monitor progress through transparent reporting, adjust strategies as needed, and celebrate wins that demonstrate measurable impact on customer outcomes.
• Champion a culture of accountability where every employee owns a portion of the customer success metrics.

4. Simplify the Customer Experience and Embed Accountability

• Partner with technology, operations, and product leaders to eliminate friction points, streamline processes, and accelerate response times using digital, AI, and automation capabilities.
• Integrate customer‑centric metrics—NPS, Customer Effort Score (CES), CLV—into leadership scorecards, budgeting cycles, and incentive plans.
• Drive continuous improvement initiatives that reduce cycle times, lower cost‑to‑serve, and elevate overall satisfaction.
• Lead the creation and maintenance of a unified customer journey map that aligns all touchpoints—from onboarding to claims resolution—and identifies automation opportunities.
• Ensure every customer‑facing interaction is designed with the end‑user in mind, leveraging empathy‑driven design principles and real‑time data.
• Promote a test‑and‑learn mindset, encouraging rapid prototyping of new experiences and scaling successful pilots across the organization.

Essential Qualifications

• 15+ years of progressive leadership experience in commercial insurance, customer strategy, distribution, underwriting, claims, risk advisory, operations, marketing, or related strategic functions.
• Deep, hands‑on understanding of commercial insurance customers, broker ecosystems, industry risk dynamics, and business economics, with the ability to translate market needs into strategic priorities.
• Proven ability to lead through influence in a complex, matrixed environment, aligning senior leaders and cross‑functional teams around shared outcomes without direct authority.
• Strong strategic, analytical, and financial acumen—including the capacity to synthesize customer, market, operational, and Voice‑of‑Customer insights into actionable strategies and operating plans.
• Demonstrated success turning strategy into execution through playbooks, operating routines, governance mechanisms, and change initiatives that deliver measurable business results.
• Exceptional communication and storytelling skills, capable of influencing executive audiences, shaping market‑facing narratives, and building alignment around a strategic vision.
• Track record of driving customer value, growth, retention, risk mitigation, operational simplification, and cultural change across multiple functions.
• Bachelor’s degree required; advanced degree (MBA, MS) and/or insurance or risk‑management designation preferred, or equivalent relevant experience.
• Experience partnering with brokers, agents, and cross‑functional business leaders to develop and execute customer‑focused strategies that enhance retention, strengthen relationships, and deliver differentiated experiences.
• Strong grasp of risk mitigation and total cost‑of‑risk concepts, with the ability to collaborate across underwriting, claims, and risk engineering to develop loss‑prevention solutions.
• Willingness and ability to travel up to 50% of the time to engage with customers, brokers, field leaders, and key stakeholders, building alignment and driving execution of customer‑focused initiatives.

Preferred Qualifications & Competencies

• Experience in a senior customer‑strategy role within a large, diversified insurer or comparable financial services organization.
• Hands‑on knowledge of AI, advanced analytics, and digital transformation initiatives specific to the insurance sector.
• Demonstrated stakeholder‑management expertise, with a proven ability to navigate complex organizational dynamics and influence without authority.
• Successful track record of building high‑performing, cross‑functional teams that achieve ambitious customer‑centric goals.
• Deep understanding of broker‑partner ecosystems and the ability to co‑create compelling value propositions.
• Experience leading large‑scale change‑management programs that embed new operating models and cultural shifts.
• Proficiency with customer‑experience platforms, CRM systems, CX analytics tools, and digital engagement suites.
• Experience developing and managing multi‑million‑dollar budgets for customer‑experience and growth initiatives.

Core Skills and Competencies for Success

• Strategic Visionary – Ability to see the big picture, anticipate market shifts, and translate vision into measurable, executable plans.
• Customer‑Obsessed – Deep empathy for customers combined with a relentless drive to exceed their expectations at every touchpoint.
• Data‑Driven Decision Maker – Expertise in leveraging analytics, AI, and market research to inform strategy and drive continuous improvement.
• Change Champion – Skilled at influencing, coaching, and guiding teams through transformation while maintaining momentum.
• Collaborative Leader – Adept at building partnerships across functions, regions, and external stakeholders to achieve shared objectives.
• Financial Acumen – Strong understanding of P&L, pricing, cost‑to‑serve, and profitability metrics to align strategy with financial performance.
• Communication Master – Exceptional storytelling, presentation, and negotiation abilities that inspire confidence and drive alignment.
• Resilience & Agility – Ability to thrive in a fast‑paced, evolving environment while staying focused on long‑term goals.

Career Growth & Learning Opportunities

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

• Lead a high‑impact, cross‑functional team that shapes the future of commercial insurance for mid‑market and large enterprises.
• Collaborate directly with the executive leadership team to set strategic direction and influence company‑wide initiatives.
• Participate in executive coaching, leadership development programs, and mentorship circles tailored for senior leaders.
• Gain 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, Chief Strategy Officer, or other C‑suite opportunities within brighthush.
• Contribute to thought leadership through white papers, industry panels, webinars, and internal knowledge‑sharing platforms.
• Engage in cross‑functional innovation labs and hackathons that encourage experimentation and rapid prototyping.
• Receive a dedicated professional development budget for certifications, advanced degrees, or specialized training.

Work Environment & Company Culture

brighthush cultivates a culture of curiosity, collaboration, and continuous improvement. Our core values are reflected in every aspect of daily life:

• Innovation: We encourage experimentation, reward bold ideas, and invest in emerging technologies that drive customer value.
• Transparency: Open communication channels ensure 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 and valued.
• Work‑Life Balance: Flexible work arrangements, generous time‑off policies, and wellness programs support 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, cross‑departmental collaborations, and innovation challenges keep energy high and ideas flowing.
• 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 for this role is competitive and aligned with market benchmarks, brighthush offers a comprehensive total‑compensation package that includes:

• Performance‑based annual bonuses and long‑term incentive plans tied to strategic outcomes.
• Medical, dental, vision, and life insurance coverage for you and your dependents.
• Retirement savings plan with generous company match.
• Paid time off—including vacation, sick leave, personal days, and paid holidays—to recharge and pursue personal interests.
• Flexible work arrangements, including remote‑work options and hybrid office models.
• Professional development budget, tuition reimbursement, and access to industry certifications.
• Employee wellness programs, mental‑health resources, and fitness subsidies.
• Recognition programs, spot awards, and peer‑to‑peer appreciation platforms.
• State‑of‑the‑art technology tools, collaborative platforms, and data‑analytics resources to empower your work.

How to Apply

If you are a strategic thinker with a passion for customer experience, a proven track record in commercial insurance, and the desire to shape the future of risk management, we want to hear from you. Join brighthush and lead the transformation of our Mid‑Market & Large Enterprise strategy.

Apply now to become the Strategic Chief Customer Experience & Growth Strategy Officer at brighthush and drive the next wave of innovation, market leadership, and sustainable growth.

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