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About brighthush
brighthush is redefining the digital entertainment landscape by fusing cutting‑edge technology with a deep, human‑centric understanding of behavior. Our mission is simple yet ambitious: to create the most engaging, trustworthy, and unforgettable online sportsbook, casino, and social gaming platform in the world. We do this by turning every customer interaction into a data‑rich insight that fuels product innovation, service excellence, and policy evolution.
At brighthush, curiosity is our compass, data is our language, and customer delight is our destination. If you thrive in a fast‑paced, high‑impact environment and want to shape the future of digital gaming, you’ll find a home here.
Why This Role Matters
Customer voice is the most powerful catalyst for innovation. As the Senior Customer Experience & Insights Manager, you will architect our sentiment intelligence engine, turning raw feedback into actionable insights that directly influence product design, service quality, and policy evolution. This is a zero‑to‑one role: you’ll build the function from scratch, design the closed‑loop process, and lead a team that transforms data into real‑world impact.
Key Responsibilities
Build & Scale the Insights Function
- Design and launch an end‑to‑end customer sentiment framework, including reporting dashboards, taxonomy, and a closed‑loop workflow.
- Define a governance model that spans issue identification, diagnosis, resolution, and impact tracking, ensuring clarity for all stakeholders.
- Develop compelling business cases for future headcount, recruit, onboard, and mentor a Quality & Insights Analyst when approved.
- Serve as the primary spokesperson for customer sentiment across cross‑functional forums, translating data into strategic priorities.
Sentiment Measurement & Reporting
- Build and maintain CSAT, NPS, and sentiment dashboards that provide real‑time visibility into customer mood across all channels.
- Create a robust taxonomy that classifies feedback into the three pillars: Person (interaction quality), Product (platform performance), and Policy (process and rule impact).
- Leverage AI and NLP tools to automate classification of reviews, support tickets, and survey responses, accelerating pattern detection.
- Monitor sentiment trends, flag emerging issues before they surface as escalations, and surface insights to relevant teams.
Diagnose & Prioritize Drivers of Sentiment
- When sentiment dips or a new pattern emerges, conduct deep dives to uncover root causes—whether they stem from interaction handling, product friction, or policy design.
- Differentially assess one‑off incidents versus systemic patterns, prioritizing investigations that will deliver the highest sentiment lift.
- Translate findings into concise, actionable narratives that stakeholders can act upon without needing to audit individual performance.
Close the Loop
- Route findings to the appropriate owners (people leaders, product managers, policy teams) with clear, actionable recommendations.
- Maintain a live status board for every open issue—identified, diagnosed, routed, resolved—ensuring transparency across the organization.
- Track post‑fix outcomes to confirm sentiment improvement, and close the loop back to the original finding.
- Present loop status and impact stories to senior leadership and cross‑functional partners, reinforcing the value of data‑driven decision making.
- Build data‑backed business cases for recommendations that require investment, prioritization, or process change.
Data Foundations & Collaboration
- Write and optimize SQL queries to extract, transform, and validate sentiment data from large, complex datasets.
- Validate data integrity, ensuring that sentiment classifications and diagnostics are grounded in accurate, well‑understood sources.
- Document sentiment definitions, classification methodology, and recurring reports for clarity and consistency.
- Partner closely with the BI Operations team to align on shared metrics, data pipelines, and stakeholder context.
Essential Qualifications
- 6–9 years of experience in analytics, business intelligence, customer experience, or a related field, with a proven track record of owning a function or reporting capability in ambiguous environments.
- Advanced SQL proficiency—able to write complex queries across multiple data sources (CSAT, NPS, support systems) and build independent reporting.
- Experience designing and maintaining dashboards (Tableau, Power BI, or similar) that stakeholders rely on for day‑to‑day decisions.
- Strong analytical mindset: diagnose underlying drivers of customer sentiment patterns and translate them into specific, actionable recommendations.
- Hands‑on experience with AI tools in an analytical workflow (sentiment classification, NLP, LLM‑assisted review).
- Excellent written and verbal communication skills—capable of turning data insights into persuasive narratives that resonate with non‑technical stakeholders.
- Comfort navigating both quantitative data (CSAT scores, trend lines) and qualitative material (reviews, transcripts, case notes).
- Bachelor’s degree in Analytics, Business, Statistics, or a related field, or equivalent professional experience.
Preferred (Nice to Have)
- Prior experience building or launching a new reporting or analytics function from the ground up.
- People‑management experience—leading a small team of analysts or data scientists.
- Familiarity with contact center or customer support operations and workflows.
- Experience with Snowflake or a similar cloud data warehouse.
- Python skills for text/sentiment analysis (pandas, NLTK, spaCy, or similar).
- Background in iGaming, online sportsbook, casino, or regulated industry environments.
What You’ll Gain at brighthush
Career Growth & Learning
As the pioneer of the Customer Experience & Insights function, you’ll have the unique opportunity to shape the strategic direction of the organization. You’ll work side‑by‑side with senior leaders, influence product roadmaps, and drive measurable business outcomes. The role offers a clear path to senior leadership positions, including Director of Customer Experience or Head of Insights.
Work Environment & Culture
- Hybrid work model—choose the balance that suits you best.
- Startup‑style agility backed by the stability of a global brand.
- Collaborative, cross‑functional teams that value transparency, experimentation, and continuous improvement.
- Commitment to diversity, equity, and inclusion—celebrating authenticity and encouraging every team member to bring their whole self to work.
Compensation & Perks
- Competitive base salary aligned with market benchmarks for senior analytics leaders.
- Performance‑based bonus structure tied to key sentiment improvement metrics.
- Comprehensive health, dental, and vision benefits.
- Flexible vacation policy—take the time you need to recharge.
- Professional development stipend—attend conferences, courses, or certifications that enhance your skill set.
- Equity options—share in the company’s long‑term success.
- Wellness programs, including gym memberships and mental health resources.
Ready to Make an Impact?
If you’re a data‑driven storyteller who loves turning customer voices into strategic action, brighthush invites you to join our mission to create the most engaging digital entertainment experience in the world. Bring your curiosity, analytical rigor, and passion for customer delight—and help us build a future where every interaction feels personal, purposeful, and unforgettable.
Apply now and become the catalyst for change at brighthush.
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