Strategic, Visionary, Global Head of Customer Experience – Architecting Unified Client Journeys, AI‑Powered CX Innovation, and Sustainable Revenue Growth at brighthush
About brighthush
brighthush is more than a brokerage; it is a global, multi‑asset powerhouse that empowers traders, investors, and lifelong learners across every continent. From the bustling financial districts of Dubai and Kuala Mansur to the vibrant hubs of Limassol and Bangkok, brighthush delivers a portfolio that spans forex, crypto, proprietary trading, prediction markets, and cutting‑edge educational platforms. Our mission is simple yet audacious: transform every client touchpoint into a seamless, trustworthy, and delightful experience that turns first‑time users into lifelong advocates. With a culture rooted in innovation, collaboration, and customer obsession, we are redefining what it means to deliver world‑class service in the fast‑moving financial services landscape.
Industry Landscape
The financial services sector is evolving at breakneck speed. Digital disruption, regulatory shifts, and the rise of AI‑driven tools are reshaping how clients interact with markets. In this environment, the firms that thrive are those that put customer experience at the core of their strategy. At brighthush, we recognize that retention, trust, and emotional connection are the true differentiators – not just pricing or product breadth. As a global player, we are uniquely positioned to set new standards for CX in the brokerage space, leveraging data, technology, and a deep understanding of diverse market cultures to deliver a unified experience across all touchpoints.
Why This Role Matters
In a sector where competition is fierce and margins thin, the Global Head of Customer Experience is the linchpin that turns fragmented journeys into a single, coherent narrative. Reporting directly to the Group CEO, you will lead a distributed, cross‑functional team that spans onboarding, support, retention, and product experience. Your mandate is to elevate CX from a cost center to a quantifiable business driver, ensuring that every interaction adds measurable value to the bottom line. By embedding a customer‑centric mindset across the organization, you will help brighthush not only retain clients but also unlock new revenue streams through upsell, cross‑sell, and advocacy.
Your Impact
As the architect of brighthush’s CX strategy, you will:
- Redesign the end‑to‑end client journey, eliminating friction points and creating a friction‑free experience.
- Embed data‑centric decision making and AI‑driven automation across all touchpoints.
- Translate CX initiatives into revenue growth, cost savings, and improved Net Promoter Score (NPS).
- Champion a culture of continuous improvement and customer obsession across all teams.
- Serve as the voice of the customer in executive strategy sessions, influencing product roadmap and business priorities.
Key Responsibilities
Phase 1 – Diagnose & Audit (Days 1–90)
- Conduct a comprehensive CX audit across all client touchpoints, from first contact to post‑trade support.
- Map the current state of experience, identifying pain points, bottlenecks, and opportunities for improvement.
- Establish baseline metrics (NPS, CSAT, First Contact Resolution, Time to Resolution) and set ambitious targets.
- Build a cross‑functional steering committee to champion CX initiatives across product, technology, and finance.
- Engage with frontline teams to capture qualitative insights and validate quantitative findings.
- Document findings in a clear, actionable audit report for executive review.
Phase 2 – Design & Build (Months 3–9)
- Create a scalable CX operating model that unifies onboarding, support, retention, and product experience.
- Implement AI‑driven automation, chatbots, and predictive analytics to anticipate client needs.
- Develop a VIP client programme that delivers personalized, high‑value support for our most profitable segments.
- Deploy real‑time CX health monitoring dashboards to detect and resolve experience failures before they impact the business.
- Establish a continuous feedback loop with clients, using surveys, focus groups, and data analytics to refine the journey.
- Collaborate with product and engineering to embed CX requirements into the development lifecycle.
- Define and roll out a global CX playbook that standardises best practices across all markets.
Phase 3 – Commercialise (Months 9–12)
- Embed CX metrics into the financial model, ensuring that experience improvements translate into measurable revenue growth.
- Align cross‑functional teams around shared CX outcomes, fostering a culture of continuous improvement and customer obsession.
- Measure, report, and communicate CX impact to the executive team, turning insights into actionable strategy.
- Scale successful pilots globally, ensuring consistency across all markets while respecting local nuances.
- Develop a knowledge base and training modules to sustain CX excellence across the organization.
- Lead the launch of a CX certification program for frontline staff to embed customer‑centric skills.
Essential Qualifications
- Minimum 10 years of progressive experience in customer experience, support, or operations within a high‑growth fintech, brokerage, or regulated financial services environment.
- Proven track record of designing and scaling CX operating models for global, multi‑product organizations.
- Deep understanding of data analytics, AI, and automation technologies as they apply to customer experience.
- Strong commercial acumen with the ability to translate CX initiatives into revenue and cost‑savings metrics.
- Exceptional cross‑functional influence and stakeholder management skills, capable of leading large, distributed teams.
- Experience working directly with senior leadership, including CEOs or COOs, and driving strategic initiatives at the group level.
- Fluency in English; additional language skills are a plus given our global footprint.
- Demonstrated ability to manage change in a fast‑paced, regulated environment.
Preferred Qualifications
- Background as a Head of CX, VP of Customer Experience, or Chief Experience Officer in a retail broker, fintech, or digital banking firm.
- Experience leading global support or service delivery for multi‑product financial platforms.
- Hands‑on experience with AI‑powered customer support tools, chatbots, and predictive analytics.
- Fluency in multiple languages and a proven ability to manage teams across different time zones.
- Knowledge of regulatory frameworks relevant to brokerage and financial services (e.g., MiFID II, FCA, ASIC).
- Experience in designing and implementing customer journey mapping and experience design frameworks.
- Track record of delivering measurable improvements in NPS, CSAT, and customer lifetime value.
Key Skills & Competencies
- Customer‑Centric Mindset: Empathy for clients, a passion for solving complex problems, and a relentless drive to exceed expectations.
- Strategic Vision: Ability to see the big picture, set long‑term goals, and align operational tactics with business objectives.
- Data‑Driven Decision Making: Proficiency in analytics tools, data interpretation, and turning insights into action.
- Change Leadership: Experience managing large‑scale transformations, overcoming resistance, and embedding new processes.
- Technology Fluency: Comfortable with CRM systems, support platforms, AI/ML solutions, and cloud infrastructure.
- Communication & Influence: Clear, persuasive communication across all levels, from front‑line agents to the boardroom.
- Project Management: Ability to deliver complex initiatives on time and within budget while coordinating cross‑functional teams.
- Global Mindset: Sensitivity to cultural nuances and the ability to adapt CX strategies to diverse markets.
- Financial Acumen: Understanding of how CX initiatives impact revenue, cost, and profitability.
- Leadership Presence: Ability to inspire, mentor, and develop high‑performing teams.
Career Growth & Learning Opportunities
At brighthush, you will be positioned at the forefront of customer experience innovation. You’ll have the chance to:
- Shape the future of a global brokerage’s CX strategy and leave a lasting legacy.
- Collaborate with senior leaders across product, technology, and finance to drive cross‑functional initiatives.
- Lead a high‑impact, high‑visibility program that directly influences revenue and client retention.
- Access continuous learning resources, including industry conferences, executive coaching, and advanced training in AI, analytics, and design thinking.
- Advance into executive roles such as Chief Experience Officer, Head of Global Operations, or Group CEO, depending on your career aspirations.
- Participate in mentorship programs, both as a mentor and mentee, fostering a culture of knowledge sharing.
- Earn certifications in CX, AI, and data analytics to enhance your professional profile.
Work Environment & Culture at brighthush
Our culture is built on three pillars: innovation, collaboration, and customer obsession. We embrace a fully remote model, but we also value face‑to‑face interactions in our hubs. Expect:
- Flexible working hours that respect work‑life balance.
- Regular virtual town halls and cross‑functional workshops.
- Annual in‑person retreats in Dubai, Kuala Mansur, Limassol, or Bangkok to strengthen team bonds.
- A transparent, merit‑based promotion system that rewards results and leadership.
- Access to cutting‑edge tools and technology that empower you to innovate.
- A collaborative environment where ideas are challenged, refined, and implemented.
- Opportunities to work with diverse teams across time zones, enhancing your global perspective.
- Regular hackathons and innovation sprints to keep the momentum high.
Compensation & Benefits
We offer a competitive base salary commensurate with experience, complemented by a performance‑based bonus structure that rewards tangible impact on CX metrics. Standard employee benefits include:
- Health, dental, and vision insurance.
- Generous paid time off and flexible vacation policy.
- Retirement savings plan with company match.
- Wellness stipend and mental health support.
- Professional development budget and tuition reimbursement.
- Equity options for senior leaders, aligning your success with the company’s growth.
- Access to a global network of industry experts and thought leaders.
- Monthly tech stipend for home‑office equipment upgrades.
Diversity & Inclusion
brighthush is committed to building a workforce that reflects the diverse communities we serve. We actively promote an inclusive environment where every voice is heard, respected, and empowered to contribute to our shared success. Our initiatives include unconscious bias training, employee resource groups, and a transparent hiring process that prioritises diversity.
How to Apply
If you are a visionary leader ready to transform the customer experience landscape at a global brokerage, we want to hear from you. Join brighthush and help us turn every client interaction into a reason for loyalty, trust, and success.