About brighthush and the Future of Customer Intelligence
brighthush is a trailblazing technology company that is redefining how businesses understand and serve their customers. With a mission to fuse advanced analytics, artificial intelligence, and customer experience into a single, cohesive operating model, brighthush empowers organizations to anticipate needs, eliminate friction, and drive sustainable revenue growth. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. If you thrive in an environment where data meets strategy and AI is not just a buzzword but a daily tool, brighthush is the place to grow, innovate, and make an impact.
Why This Role Matters
The Senior Customer Intelligence Analyst is the linchpin of brighthush’s CX360 platform – our enterprise‑wide customer intelligence engine. By defining scoring frameworks, predictive models, and prioritization logic, you will transform raw, multi‑source signals into actionable insights that directly influence retention, expansion, and operational efficiency. Your work will be visible across product, customer experience, operations, and executive leadership, ensuring that every decision is backed by trusted, data‑driven intelligence.
Key Impact Areas
- Drive measurable improvements in Gross Revenue Retention (GRR), Customer Lifetime Value, and Net Promoter Score (NPS).
- Reduce cost‑to‑serve by identifying high‑impact friction points and automating feedback loops.
- Enable proactive renewal risk detection and expansion opportunities through predictive analytics.
- Elevate the analytical rigor of the organization by standardizing scoring and governance.
- Embed AI capabilities into core workflows, turning experimentation into production‑grade solutions.
Your Core Responsibilities
As the steward of CX360, you will own the entire analytical lifecycle—from data ingestion to executive‑ready storytelling. Your day‑to‑day tasks will include:
Data Governance & Scoring Integrity
- Define and enforce enterprise‑wide scoring frameworks for customer health, renewal risk, and expansion propensity.
- Collaborate with Data Engineering to ensure data quality, lineage, and security across Snowflake, Qualtrics, and other sources.
- Maintain a single source of truth for customer metrics, eliminating drift and fragmented reporting.
Advanced Analytics & Predictive Modeling
- Build segmentation, cohort, and driver attribution models that link customer behavior to retention and efficiency outcomes.
- Deploy machine learning models (e.g., churn probability, renewal risk) that inform real‑time decision making.
- Integrate NLP and large‑language‑model (LLM) techniques to classify feedback, extract sentiment, and surface actionable themes.
- Quantify financial impact using revenue and cost modeling, establishing prioritization standards that align with business goals.
AI Production & Automation
- Transform AI prototypes into scalable, production‑ready services integrated into the CX360 pipeline.
- Automate repetitive analysis and reporting, reducing manual effort by 30%+ and accelerating time‑to‑insight.
- Partner with Product and Engineering to embed AI‑driven recommendations into customer‑facing dashboards.
Stakeholder Collaboration & Storytelling
- Translate complex analytics into clear, prioritized recommendations for product roadmaps, retention strategies, and operational optimizations.
- Design executive‑level visualizations in Power BI and Tableau that illuminate key metrics and trends.
- Facilitate cross‑functional workshops to align on scoring definitions, model assumptions, and governance policies.
Success Metrics in the First 12 Months
We expect you to deliver tangible results quickly:
- Establish CX360 as the definitive source of customer health and renewal risk intelligence.
- Standardize scoring and prioritization frameworks, eliminating metric drift.
- Deploy at least one productionized predictive model that influences planning or roadmap decisions.
- Show measurable gains in retention, efficiency, or cost‑to‑serve tied to friction interventions.
- Reduce manual analysis and reporting redundancy through AI‑enabled automation.
- Increase executive confidence in customer metrics through documented governance and transparency.
Bar Raiser & AI Bar Raiser Expectations
At brighthush, we hire “Bar Raisers” who elevate the entire team’s performance. As a Senior Analyst, you will:
- Set and enforce high standards for analytical rigor, scoring integrity, and metric governance.
- Challenge assumptions that weaken decision quality or dilute customer impact.
- Improve how teams apply customer intelligence in strategic decisions.
- Leave intelligence systems and frameworks stronger than you found them.
In the AI domain, you will:
- Embed AI into core analytics workflows as production capability, not experimentation.
- Quantify measurable business impact from AI‑enabled intelligence (e.g., improved predictive accuracy, reduced cycle time).
- Identify high‑impact AI applications tied to revenue protection, operational efficiency, or customer experience.
- Partner cross‑functionally to deploy AI responsibly and at scale.
Qualifications & Experience
Essential
- Bachelor’s degree in Data Science, Statistics, Computer Science, Economics, or a related field.
- 6+ years of progressive experience in advanced analytics, customer intelligence, enterprise BI, or CX measurement roles within SaaS or complex customer environments.
- Proven track record designing and governing scoring frameworks, driver analysis models, or prioritization methodologies tied to measurable revenue and retention outcomes.
- Experience building and deploying predictive models (e.g., churn probability, renewal risk, expansion propensity) that inform real business decisions.
- Operational experience with AI‑ and LLM‑driven analytics in enterprise decision workflows.
- Strong knowledge of NLP and machine learning techniques applied to large‑scale unstructured customer feedback.
- Ability to partner with Data Science, Engineering, Product, and Finance to move models from concept to production.
- Expertise designing executive‑facing visualizations and translating statistical findings into prioritized, decision‑ready recommendations.
- Demonstrated ability to connect customer experience and analytical outputs directly to GRR, CPO, CSAT, operational efficiency, and cost‑to‑serve metrics.
- Experience operating as a senior‑level individual contributor, setting analytical standards and influencing cross‑functional direction without direct authority.
Preferred
- Advanced degree (M.S., Ph.D.) in a quantitative discipline.
- Experience with cloud analytics platforms (Snowflake, BigQuery, Redshift) and BI tools (Power BI, Tableau).
- Knowledge of regulatory compliance and data privacy standards relevant to SaaS.
- Familiarity with agile product development and continuous delivery pipelines.
- Strong communication skills, with the ability to present complex insights to non‑technical stakeholders.
Career Growth & Learning Opportunities
At brighthush, your career trajectory is designed to be fast‑tracked and multidimensional:
- Lead cross‑functional initiatives that shape product strategy and customer experience.
- Mentor junior analysts and data scientists, building a high‑performing analytics team.
- Participate in AI research groups, staying at the cutting edge of NLP, LLMs, and predictive modeling.
- Attend industry conferences, workshops, and hackathons to bring fresh ideas back to the team.
- Benefit from a structured learning plan that includes certifications in data science, AI ethics, and cloud analytics.
Work Environment & Culture at brighthush
Our culture is built on transparency, collaboration, and a shared commitment to excellence. We celebrate diversity, equity, and inclusion, and we encourage every team member to bring their authentic self to work. Our remote‑first model means you can work from anywhere while staying connected through regular virtual town halls, cross‑team stand‑ups, and informal coffee chats.
Key Cultural Pillars
- **Innovation at Scale** – We invest heavily in research and development, ensuring our solutions stay ahead of market trends.
- **Data‑Driven Decision Making** – Every strategy is backed by rigorous analytics and measurable outcomes.
- **Continuous Learning** – From internal knowledge‑sharing sessions to external training programs, growth is a core value.
- **Community & Impact** – We support employee‑run resource groups and community outreach initiatives that align with our mission.
Compensation, Perks, and Benefits
While the exact salary will depend on location, experience, and market conditions, we offer a competitive base pay range that reflects the value we place on your expertise:
- Colorado: $111,300 – $178,100
- Washington: $111,300 – $196,700
- California: $111,300 – $215,400
- New York City: $122,900 – $215,400
In addition to base salary, you will be eligible for an annual bonus tied to individual and company performance. Our benefits package includes:
- Comprehensive health, dental, and vision insurance.
- Life and disability coverage.
- Paid time off, including vacation, sick leave, and paid parental leave.
- Flexible work arrangements and a remote‑first policy.
- Professional development stipend and tuition reimbursement.
- Employee stock purchase plan and equity options.
- Wellness programs, including gym memberships and mental health resources.
How to Apply
If you are ready to lead the next wave of customer intelligence, drive AI‑powered decision making, and shape the future of customer experience at brighthush, we want to hear from you. Submit your resume and a brief cover letter outlining why you are the perfect fit for this role.
#LI-Remote
brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national origin, disability, sexual orientation, veteran status, or any other protected characteristic.
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