[Remote] Director, Customer Experience at Brightseed

Charlotte, North Carolina, United States

Apply Now

Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

1
2
Not explicitly stated in the provided job description

Responsibilities

CX Journey Leadership (Join, Get, Enjoy, Support): Lead four Journey Managers responsible for designing, governing, and improving customer experiences across each lifecycle stage
CX Insights, Strategy, Performance & Optimization:
Define CX metrics: Establish NPS, CSAT, CES, and effort frameworks that quantify experience quality and link to business performance
Govern KPI reporting: Oversee governance for experience dashboards and quarterly scorecards; maintain consistent measurement standards
Quant/Qual research & VOC: Run Voice of Customer and Voice of Agent programs, social listening, complaint analysis, and segmentation
CX Strategy & Guiding Principles: Define CX operating model, design principles, and alignment frameworks that guide decision-making across teams
Employee CX Training: Develop and deliver training on CX principles, empathy, and experience design for customer-facing and internal teams
Feedback to Product & Roadmap: Partner with Product to integrate CX findings into roadmap prioritization and feature design
Integrate qualitative insights (VOC, advisory councils) with quantitative analytics (NPS trends, root-cause diagnostics, operational KPIs)
Drive continuous improvement programs using data and experimentation to validate CX impact on key outcomes (churn, ARPU, cost-to-serve)
CX Governance & Operating Rhythm: Oversee the CX governance model and ensure all journey teams follow standard frameworks for discovery, prioritization, and execution

Skills

Brightseed

AI platform for discovering health-boosting compounds

About Brightseed

Brightseed discovers beneficial compounds in nature that can enhance human health using artificial intelligence. Their Forager® platform identifies bioactive compounds—small molecules from plants and microbes that positively affect biological functions. They also offer Brightseed™ Bio Gut Fiber, which contains bioactives that support gut health. By partnering with companies, Brightseed provides insights into bioactives and their health benefits, aiming to unlock the potential of these compounds.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$123.8MTotal Funding

GRANTCompany Stage

AI & Machine Learning, HealthcareIndustries

51-200Employees

Benefits

Hybrid work flexibility

Medical, dental, & vision

Unlimited PTO

Life insurance

EAP

401(k) plan

Mental health platform

Employee discounts

Cell phone & commuter costs

Parental leave

Risks

Increased competition from established brands like Centrum in the bioactive market.

Over-reliance on partnerships like Manitoba Harvest could limit market reach.

Regulatory scrutiny poses challenges as Brightseed expands in the health and wellness sector.

Differentiation

Brightseed uses AI to discover bioactives, accelerating discovery from years to months.

Forager® A.I. maps bioactives to health outcomes with unprecedented accuracy and speed.

Brightseed's Bio Gut Fiber is made from upcycled hemp hulls, appealing to eco-conscious consumers.

Upsides

Growing consumer interest in personalized nutrition boosts demand for Brightseed's bioactive products.

Rising gut health awareness increases demand for Brightseed's gut health-focused bioactives.

Regulatory support for bioactives in supplements facilitates Brightseed's market expansion.

Land your dream remote job 3x faster with AI

Try Jobo Free