Strategic Global Head of Customer Experience & Client Journey Architecture – Driving Retention, Trust, and Loyalty Excellence Across Forex, Crypto, Proprietary Trading, Prediction Markets, and Education at brighthush

About brighthush

brighthush is a pioneering, global multi‑asset brokerage that empowers traders, investors, and lifelong learners worldwide. With a portfolio that spans forex, cryptocurrency, proprietary trading, prediction markets, and cutting‑edge educational platforms, we serve millions of clients in more than 50 countries. Our mission is simple yet ambitious: to make trading and learning accessible, transparent, and rewarding for everyone. We thrive on innovation, data‑driven decision making, and a culture that values curiosity, collaboration, and continuous improvement.

Why This Role Matters

In an industry where most brokers compete on price and acquisition, brighthush is betting on a different lever – retention and trust. The Global Head of Customer Experience will own the entire client journey, turning fragmented touchpoints into a single, coherent experience that keeps clients engaged, satisfied, and loyal. This is not a routine CX role; it is a strategic mandate that sits at the apex of the organization, reporting directly to the Group CEO and influencing every product line.

Key Responsibilities

1. Diagnose & Audit (Days 1–90)

• Conduct a comprehensive, evidence‑based assessment of every client touchpoint across all product lines, from onboarding to post‑trade support.
• Identify friction points, root causes of churn, and gaps in the current experience using qualitative interviews, quantitative analytics, and customer journey mapping.
• Deliver a prioritized gap analysis that informs the next phase of transformation and sets measurable improvement targets.
• Establish baseline metrics for Net Promoter Score, Customer Effort Score, churn rate, and first‑response time to benchmark progress.

2. Design & Build the CX Operating Model (Months 3–9)

• Create a unified governance structure that brings onboarding, support, retention, and product experience under one framework.
• Define team ownership, process logic, and technology stack to support a scalable, high‑performance CX function.
• Implement AI‑powered tools, automation, and self‑service solutions to elevate support performance to the top quartile of the market.
• Develop a CX Playbook that codifies best practices, escalation paths, and service level agreements for all product lines.

3. VIP Client Programme & Retention (Months 3–9)

• Design a dedicated coverage model for high‑value clients, including proactive engagement and retention workflows.
• Achieve double‑digit churn reduction in the VIP segment by month 12 through personalized service and predictive risk mitigation.
• Introduce tiered loyalty rewards that align with trading volume, platform usage, and educational engagement.

4. Scale & Efficiency (Months 3–9)

• Develop operating models, tooling, and governance that grow with client volume and new product lines without proportional headcount increases.
• Measure and reduce the toil ratio year‑on‑year through automation and self‑healing systems.
• Implement a continuous improvement loop that captures feedback, iterates on processes, and scales successful pilots.

5. Health Monitoring & SLOs (Months 3–9)

• Build real‑time monitoring dashboards that track CX Service Level Objectives (SLOs) across critical journeys.
• Set tiered SLO thresholds for trading execution, funding, onboarding, and support to ensure consistent service quality.
• Establish a CX Health Score that aggregates key metrics and flags areas requiring immediate attention.

6. Cross‑Functional Alignment (Ongoing)

• Embed CX logic into product roadmaps, marketing campaigns, compliance reviews, and commercial initiatives to ensure experience is a design input, not a post‑launch fix.
• Act as the CX champion across the organization by fostering a culture of empathy, data‑driven insights, and continuous improvement.
• Lead quarterly CX workshops with product, engineering, marketing, and compliance teams to surface pain points and co‑create solutions.

7. Analytics & Commercial Impact (Months 9–12)

• Own a predictive and prescriptive analytics framework that links CX performance to business outcomes such as conversion, trading volume, retention, and referrals.
• Present evidence‑based insights to the Group CEO and board to drive data‑driven decisions at the highest level.
• Develop a CX ROI model that quantifies the financial impact of experience initiatives and informs budget allocation.

Essential Qualifications

• 10+ years of progressive CX leadership in a fast‑paced, multi‑product environment.
• Proven experience building CX operating models from scratch, especially across disparate product lines.
• Deep understanding of AI, automation, and self‑service technologies in customer support.
• Strong analytical mindset with expertise in predictive and prescriptive analytics, SLO frameworks, and data‑driven decision making.
• Track record of influencing cross‑functional teams (product, marketing, compliance, commercial) without direct authority.
• Experience managing large, distributed teams across multiple geographies and cultures.
• Commercial acumen: ability to translate CX improvements into measurable business outcomes.
• Excellent communication skills, capable of presenting complex insights to senior leadership and the board.

Preferred Qualifications

• Background in retail brokerage, fintech, digital banking, or payments with regulated, high‑transaction volume environments.
• Experience leading CX initiatives in forex, crypto, or multi‑asset trading platforms.
• Hands‑on experience with AI‑powered support tools, chatbots, and automated monitoring systems.
• Knowledge of regulatory requirements across key markets (e.g., Dubai, Kuala Lumpur, Limassol, Bangkok).

Skills & Competencies

• Strategic Vision – Ability to see the big picture and translate it into actionable roadmaps.
• Operational Excellence – Proven track record of designing and scaling high‑performance processes.
• Data Fluency – Mastery of analytics tools, dashboards, and statistical modeling.
• Leadership & Influence – Inspires teams, builds credibility, and drives change without formal authority.
• Customer‑Centric Mindset – Deep empathy for clients and a relentless focus on delight.
• Tech Savviness – Evaluates, selects, and implements the right AI, automation, and self‑service solutions.
• Regulatory Awareness – Understands compliance frameworks and incorporates them into CX design.

Career Growth & Learning Opportunities

At brighthush, you’ll be at the forefront of a transformative journey. You’ll:

• Lead a global, cross‑functional team that shapes the future of client experience.
• Collaborate directly with the Group CEO and senior leadership, gaining exposure to strategic decision making.
• Drive innovation in AI, automation, and analytics, positioning yourself as a thought leader in CX.
• Benefit from a culture that encourages experimentation, continuous learning, and professional development.
• Have the opportunity to shape the company’s global strategy and influence its long‑term success.
• Access industry conferences, certifications, and internal knowledge‑sharing forums.

Work Environment & Culture at brighthush

brighthush is a fully remote, globally distributed organization that values flexibility, diversity, and inclusion. We foster:

• Collaborative teamwork across time zones, supported by modern communication tools.
• A culture of transparency, where ideas are shared openly and feedback is encouraged.
• Work‑life balance, with flexible hours and a results‑oriented approach.
• Continuous learning, with access to industry conferences, training programs, and internal knowledge sharing.
• A commitment to ethical practices, regulatory compliance, and responsible innovation.
• Regular virtual social events, hackathons, and cross‑departmental innovation challenges.

Compensation & Benefits

We offer a competitive base salary, a performance‑based bonus structure, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance for you and your dependents.
• Retirement savings plan with company match.
• Generous paid time off and a flexible vacation policy.
• Professional development budget and access to industry events.
• Equity options to share in brighthush’s growth.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual stipend for home office setup and high‑speed internet.

How to Apply

Ready to lead the next wave of customer experience innovation at brighthush? Submit your application through our careers portal. We look forward to discovering how your vision, expertise, and passion can help us turn client journeys into lasting relationships.

Join brighthush – Where Experience Meets Excellence

At brighthush, you’ll be part of a bold, mission‑driven organization that is redefining how clients interact with multi‑asset brokerage services. If you’re a CX leader who thrives on complexity, loves data, and is ready to make a measurable impact on business outcomes, we want to hear from you.