Head of Digital Experience

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS.Come be part of remarkable.

How You'll Make a Difference

As the Head of Digital Experience, you will lead a forward-thinking, technology-driven strategy that transforms the end-to-end customer journey across all digital and voice-enabled platforms. Your leadership will align engineering, product, marketing, and CX teams to drive digital transformation and measurable business outcomes through smart design, intelligent systems, and continuous innovation of the digital experience.

Key Responsibilities

Digital Experience Strategy & Execution:

Define and drive a comprehensive digital experience vision aligned to business objectives, annual priorities, and user needs.
• Champion a data and insight-led approach to digital design - integrating behavioral analytics, feedback, and market trends to inform decisions.
• Evaluate and deploy new technologies and design innovations, including AI and personalization engines, to create seamless and context-aware experiences.
• Partner with Product, Engineering, and Marketing to deliver scalable, frictionless solutions that drive adoption, retention, and satisfaction.

Design & Optimization:

• Guide the design and rollout of user-centered experiences, establishing standards for usability, accessibility, and interaction design across platforms.
• Establish and enforce UX/UI design systems and governance to maintain consistency across products and teams.
  Drive continuous improvement through A/B testing, experimentation, and performance analysis - prioritizing changes based on measurable impact.
• Manage and evolve the digital design toolkit (e.g., Figma, prototyping tools) to enable rapid design and iteration.

Collaboration & Influence:

• Foster deep collaboration across Product, Technology, Marketing, Member Services, and external partners to align digital experience initiatives.
• Serve as the enterprise advocate for digital-first thinking, influencing priorities and investment toward unified platform development.
  Translate digital experience vision into cross-functional roadmaps and measurable KPIs, ensuring accountability across business units.
• Identify and remove friction in the end-to-end member experience by coordinating cross-channel improvements.

Technology & Tooling Strategy:

• Recommend and evaluate digital platforms and experience tooling, driving efficiency, integration, and future readiness.
• Ensure platforms support mobile-first design, modular content delivery, and personalized experiences at scale.

Omnichannel Experience Strategy, Development & Execution:

• Lead the development and champion a unified omnichannel experience vision and strategy across all digital and voice touchpoints
• Establish and maintain a holistic understanding of the customer journey across all channels, identifying key touchpoints, pain points, and optimization opportunities.
• Align all channel efforts with overarching business goals and annual strategic objectives.
• Define and oversee the implementation of a comprehensive data strategy to collect and analyze customer interactions across all channels for informed decision-making and performance measurement (KPIs).
• Continuously evaluate new technologies and innovative approaches, including AI, to enhance customer engagement, brand performance, and omnichannel capabilities.

Key Metrics & Success Indicators:

• Increase in digital engagement (logins, session duration, task completion)
• Improvement in digital satisfaction or NPS scores
• Reduction in drop-off or abandonment rates
• Time-to-launch for new digital features or experiences
• % of interactions moved from assisted (voice/chat) to self-service digital
• UX score improvements through usability testing or benchmark audits

Qualifications

Education & Experience

• Bachelor's degree in Human-Computer Interaction, Digital Design, or a related field; Master's preferred.
• 15+ years of experience in digital experience, product design, or digital strategy; 7+ years in a leadership role.

Skills & Competencies

• Proven success in leading enterprise-level digital transformation efforts or customer-facing platforms.
• Deep understanding of user-centered design principles, design systems, and modern UI/UX practices.
• Hands-on expertise with data-driven design, analytics tools, and digital optimization frameworks.
• Familiarity with AI/ML applications in digital experience, including personalization, conversational interfaces, and predictive design.
• Strong communication, stakeholder influence, and cross-functional leadership skills.
• Proficiency with design and collaboration tools (e.g., Figma, Adobe Creative Suite, Miro, etc.).
• Passionate about scalable design, accessibility, and inclusive digital experiences.

Travel Requirements: Occasional travel may be required

#LI-remote

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives and restricted stock units as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision

• HSA contribution and match

• Dependent care FSA match

• Uncapped paid time off

• Paid parental leave

• 401(k) match

• Personal and healthcare financial literacy programs

• Ongoing education& tuition assistance

• Gym and fitness reimbursement

• Wellness program incentives

HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity - you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity's applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

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