Strategic Growth & Customer Experience Manager – Driving Innovation, Revenue Expansion, and Customer‑Centric Transformation in Financial Services
About brighthush
brighthush is a global leader in delivering breakthrough solutions that help financial institutions navigate the ever‑evolving landscape of customer expectations, regulatory demands, and technological disruption. With a deep commitment to human‑centered design, data‑driven insights, and cutting‑edge AI capabilities, brighthush partners with banks, insurers, and wealth‑management firms to unlock new growth opportunities, streamline operations, and create unforgettable customer experiences. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering measurable business impact.
Why This Role Matters
In today’s hyper‑competitive financial services market, the ability to translate bold visions into tangible outcomes is a strategic differentiator. As a Strategic Growth & Customer Experience Manager, you will be the catalyst that turns customer insights into actionable roadmaps, guiding our clients through the entire transformation journey—from ideation to execution. Your work will directly influence revenue growth, customer engagement, and market expansion for some of the most influential institutions in the industry.
Key Responsibilities
- Growth Strategy & Business Transformation
- Partner with senior client leaders to co‑create growth strategies across customer experience, product, marketing, digital, commerce, and service domains.
- Translate high‑level business objectives into detailed roadmaps, operating models, and transformation plans that align with client priorities.
- Identify, prioritize, and validate growth opportunities using rigorous analysis of customer needs, market trends, performance metrics, and competitive intelligence.
- Build compelling business cases and value‑realization frameworks that empower clients to make informed investment decisions.
- Support the design and delivery of end‑to‑end transformation initiatives that drive revenue, enhance customer engagement, improve operational efficiency, and open new market segments.
- Customer‑Centered Innovation
- Lead comprehensive customer research and insight generation to uncover unmet needs, behavioral patterns, and latent growth opportunities.
- Apply human‑centered design principles to co‑develop new products, services, experiences, and business models that resonate with target audiences.
- Evaluate concepts using desirability, viability, and feasibility frameworks to surface the most impactful and realistic solutions.
- Facilitate collaborative workshops and design sprints with cross‑functional teams to align on priorities and strategic direction.
- Customer Experience & Journey Transformation
- Map and analyze end‑to‑end customer journeys to identify experience gaps, friction points, and opportunities for enhancement.
- Recommend holistic improvements across people, processes, technology, data, and operating models that elevate the customer experience.
- Partner with client teams to design and implement customer‑centric transformation programs that deliver measurable business and customer outcomes.
- AI‑Enabled Growth & Innovation
- Educate clients on the strategic impact of emerging technologies, particularly AI, on customer behavior, business models, and growth pathways.
- Leverage AI‑enabled tools and delivery methods to accelerate research, synthesis, ideation, prototyping, and strategic planning.
- Integrate AI‑driven insights into growth strategies while championing responsible, ethical, and effective adoption practices.
- Leadership & Team Development
- Lead multidisciplinary workstreams, coordinating strategy, design, technology, data, marketing, and operations experts to deliver integrated solutions.
- Coach, mentor, and develop junior team members, fostering a collaborative, high‑performing culture that values continuous improvement.
- Collaborate with broader brighthush teams to ensure seamless delivery and knowledge sharing across engagements.
- Travel up to 50% of the time to support client engagements and build strong, trust‑based relationships.
- Executive Communication & Storytelling
- Translate complex customer, market, and business insights into clear, actionable recommendations for senior stakeholders.
- Develop compelling presentations, business cases, and executive‑level communications that drive alignment and investment decisions.
- Champion the narrative of growth and transformation, ensuring that every stakeholder understands the value proposition and next steps.
Essential Qualifications
- Minimum 5 years of experience in growth strategy, customer strategy, innovation, business transformation, or management consulting within the financial services sector.
- Proven track record of developing and implementing strategies that deliver measurable business outcomes—such as revenue growth, increased customer engagement, market expansion, or operational efficiency.
- Strong leadership experience managing client‑facing workstreams and multidisciplinary teams.
- Bachelor’s degree in Business, Economics, Marketing, Design, Computer Science, or a related field.
- Exceptional analytical, problem‑solving, and communication skills.
- Willingness and ability to travel up to 50% of the time, depending on client needs.
Preferred Qualifications
- Advanced degree (MBA, MS, or equivalent) or professional certifications (e.g., Certified ScrumMaster, Six Sigma, or Design Thinking).
- Experience with AI‑enabled analytics platforms, data science, or machine learning initiatives.
- Deep understanding of regulatory frameworks and compliance requirements in financial services.
- Fluency in multiple languages and experience working in global, multicultural environments.
- Demonstrated ability to build and sustain long‑term client relationships at the C‑suite level.
Skills & Competencies
- Strategic Thinking & Visionary Leadership
- Human‑Centered Design & Customer Insight Generation
- Data‑Driven Decision Making & Analytical Rigor
- Project & Program Management (Agile & Waterfall)
- Change Management & Organizational Transformation
- Effective Storytelling & Executive Communication
- Cross‑Functional Collaboration & Team Building
- Technology Fluency – AI, Data Analytics, Digital Platforms
- Adaptability & Resilience in Fast‑Paced Environments
Career Growth & Learning Opportunities
At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:
- Structured mentorship programs with senior leaders and industry experts.
- Continuous learning resources, including internal knowledge hubs, external certifications, and industry conferences.
- Rotational opportunities across different practice areas and geographies to broaden your skill set.
- Clear career pathways from Manager to Senior Manager, Director, and beyond, with performance‑based progression.
- Regular feedback loops and 360‑degree reviews to help you refine your leadership style and technical expertise.
Work Environment & Culture at brighthush
We believe that a vibrant, inclusive, and collaborative culture fuels innovation. At brighthush, you will experience:
- Remote‑first flexibility with optional on‑site collaboration hubs.
- A diverse workforce that celebrates different perspectives and backgrounds.
- Employee resource groups focused on mentorship, networking, and community impact.
- Wellness programs, mental‑health support, and work‑life balance initiatives.
- Recognition programs that celebrate both individual and team achievements.
Compensation & Benefits
While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates and experience.
- Performance‑based bonuses and incentive plans.
- Comprehensive health, dental, and vision coverage.
- Retirement savings plan with company match.
- Generous paid time off, parental leave, and flexible work arrangements.
- Professional development budget and tuition reimbursement.
- Employee assistance programs and wellness resources.
Ready to Make an Impact?
If you are a growth‑driven strategist who thrives at the intersection of customer insight, technology, and business execution, brighthush invites you to join our dynamic team. Bring your passion for solving complex customer problems, your expertise in AI‑enabled strategy, and your commitment to delivering measurable results. Together, we will shape the future of financial services and create lasting value for our clients.