Senior Customer Experience Analyst Voice Of The Customer & DataDriven

• Senior Customer Experience Analyst Voice of the Customer & DataDriven Insights Lead at brighthush
• Company: Product
• Job Location: Remote (Work from home), India
• Employment Type: Full-time
• Experience Required: 3+ years
• Salary: $17$36 an hour
• About Product

About brighthushbrighthush is a forwardthinking technology company that is redefining the way people interact with digital services. With a mission to create seamless, intuitive experiences for millions of users worldwide, we blend cuttingedge data science, product design, and customercentric thinking to deliver solutions that matter. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence.

• About the Role
• Whether youre a seasoned analyst or a rising star, youll find a place at brighthush where your insights shape products, influence strategy, and directly impact user satisfaction.
• Why This Role Matters

As a Senior Customer Experience Analyst, you will be the bridge between raw data and actionable strategy. Your work will help us understand what our users love, where they stumble, and how we can turn friction into delight. By turning complex, unstructured feedback into clear, datadriven narratives, youll empower product teams, support operations, and leadership to make informed decisions that elevate the brighthush experience.

Key Responsibilities

Deep Dive Analysis:Scrutinize user feedback, support tickets, and usage metrics to uncover recurring themes, systemic pain points, and emerging risks across the brighthush platform.

Insight Translation:Convert customer signals into concise, actionable recommendations that drive product enhancements, support process improvements, and feature prioritization.

Dashboard & Reporting:Design, build, and maintain interactive dashboards and regular reports that illuminate customer experience performance, trend trajectories, and risk indicators for stakeholders at all levels.

CrossFunctional Collaboration:Partner with Product, Engineering, Marketing, and Customer Support teams to embed customer insights into the product lifecycle and operational workflows.

• Strategic Advisory:Serve as a trusted advisor to senior leadership, presenting findings, forecasting impact, and guiding longterm customer experience strategy.
• Process Improvement:Identify opportunities to streamline data collection, analysis, and reporting processes, ensuring scalability and efficiency.
• Mentorship & Knowledge Sharing:Coach junior analysts, share best practices, and foster a culture of datadriven decision making across the organization.
• Essential Qualifications
• Minimum of 3 years of experience in Customer Experience, Product Analytics, or a closely related field.
• Advanced proficiency in SQL, with a proven track record of extracting, transforming, and modeling large datasets.
• Handson experience with business intelligence and data visualization tools such as Tableau, Power BI, Looker, or equivalent.
• Demonstrated ability to analyze support interactions and unstructured feedback at scale, turning qualitative data into quantitative insights.
• Exceptional communication skills, including storytelling and data presentation tailored to diverse audiencesfrom engineers to executives.
• Strong analytical mindset with the ability to independently structure ambiguous customer experience questions and derive actionable insights.
• Preferred Qualifications
• Experience working in a fastpaced, remote-first environment.
• Familiarity with customer journey mapping and experience design frameworks.
• Knowledge of A/B testing, cohort analysis, and statistical significance testing.
• Background in SaaS or mobile app analytics, particularly within consumerfacing products.
• Proficiency in Python or R for advanced data manipulation and modeling.
• Prior experience mentoring or leading a small analytics team.
• Core Skills & Competencies
• Data Fluency:Ability to navigate complex data ecosystems, clean data, and build robust analytical models.
• CustomerCentric Mindset:Passion for understanding user needs and translating them into product improvements.
• Storytelling:Craft compelling narratives that make data accessible and actionable for nontechnical stakeholders.
• Problem Solving:Tackle ambiguous problems, break them into manageable components, and deliver clear solutions.
• Collaboration:Work effectively across crossfunctional teams, building consensus and driving alignment.
• Continuous Learning:Stay current with industry trends, emerging analytics tools, and best practices.
• Career Growth & Learning Opportunities
• At brighthush, your professional development is a priority.
• Youll have access to:
• Mentorship from senior leaders in pr .