Visionary Senior Director of Customer Experience & AI‑Powered Journey Innovation – Driving Seamless Service Excellence, Global Traveler Engagement, and Strategic CX Leadership at brighthush

About brighthush

brighthush is more than an airline; it is a global movement that redefines every moment of travel. From the instant a passenger clicks “Book” to the final touchdown and beyond, we weave cutting‑edge technology, human empathy, and sustainable practices into a single, unforgettable experience. Our mission is to make every journey feel personal, effortless, and inspiring—transforming routine flights into moments of delight that resonate long after the plane lands.

With a presence in over 70 countries, a fleet of state‑of‑the‑art aircraft, and a culture that prizes innovation, brighthush has become the benchmark for customer‑centric aviation. We invest heavily in digital platforms, AI‑driven personalization, and immersive in‑flight entertainment, all while maintaining a steadfast commitment to environmental stewardship and community impact.

Why This Role Matters

As the Senior Director of Customer Experience, you will be the strategic steward of brighthush’s promise to its passengers. Your vision will shape how we listen, respond, and evolve across every touchpoint—digital, physical, and emotional. You will translate customer insights into actionable initiatives that drive loyalty, revenue, and brand advocacy, ensuring that every traveler feels seen, valued, and excited to return.

Key Responsibilities

• Develop and Execute a Holistic CX Strategy – Craft a forward‑looking, data‑driven CX roadmap that aligns with brighthush’s brand promise, operational goals, and sustainability commitments. Translate strategy into measurable objectives and communicate progress to executive leadership.
• Lead Cross‑Functional Transformation Initiatives – Partner with Digital Product, Marketing, Operations, IT, and Customer Care to embed CX principles into product roadmaps, campaign design, operational workflows, and technology solutions. Champion a unified, customer‑first mindset across all departments.
• Own Journey Mapping & Service Blueprinting – Oversee the creation and continuous refinement of detailed journey maps, service blueprints, and experience design artifacts that capture every customer interaction, pain point, and delight opportunity.
• Drive Data‑Enabled Insights – Analyze NPS, CSAT, operational metrics, and qualitative feedback to surface trends, prioritize initiatives, and measure impact. Leverage advanced analytics and AI to predict customer needs and personalize experiences.
• Implement AI & Self‑Service Technologies – Spearhead the adoption of AI‑powered chatbots, recommendation engines, and self‑service portals that enhance convenience, reduce friction, and elevate the overall journey.
• Represent the Customer in Executive Forums – Advocate for CX considerations in strategic discussions, ensuring that customer impact is a core criterion for all major decisions.
• Manage Crisis & Irregular Operations (IROPs) – Develop and execute robust response plans that minimize disruption, communicate transparently, and preserve trust during unexpected events.
• Align with Loyalty & Revenue Teams – Collaborate to integrate experience initiatives with tiered loyalty programs, dynamic pricing strategies, and revenue optimization goals.
• Cultivate a Customer‑First Culture – Design and deliver internal training, workshops, and recognition programs that embed empathy, accountability, and continuous improvement across the organization.
• Benchmark & Innovate – Stay abreast of industry best practices, emerging technologies, and competitor CX strategies. Translate insights into actionable innovations that keep brighthush ahead of the curve.
• Oversee Budget & Vendor Relationships – Manage the CX budget, negotiate vendor contracts, and ensure optimal ROI on CX investments and technology deployments.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, Design, or a related discipline.
• 10+ years of progressive experience in customer experience, service design, or customer strategy roles, preferably within a large, complex organization.
• Proven track record of leading large‑scale CX transformations that deliver measurable business outcomes (e.g., NPS lift, revenue growth, cost reduction).
• Deep expertise in journey mapping, service design, and experience architecture.
• Hands‑on experience with customer research methodologies, digital experience platforms, and analytics tools.
• Exceptional leadership and stakeholder influence skills, with a history of inspiring cross‑functional teams.
• Strong analytical mindset, capable of turning data into actionable insights and strategic recommendations.
• Excellent communication and storytelling abilities, able to articulate CX vision to both technical and non‑technical audiences.
• Passion for continuous improvement, experimentation, and rapid iteration.
• Familiarity with CX platforms such as brighthush, brighthush, or equivalent.
• Experience driving AI‑led transformation and leveraging emerging technologies to enhance customer experience.

Preferred Qualifications

• Experience in the airline, travel, hospitality, or related customer‑centric industry.
• Background in data science or analytics, with the ability to build predictive models for customer segmentation and personalization.
• Experience managing large, distributed teams across multiple geographies.
• Knowledge of Apply for this job