VP CX Strategy and Insights

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

How you can make a difference:

The Vice President, VP CX Strategy and Insights will serve as the strategic leader and champion for customer experience (CX), data analytics, and business intelligence within the Customer Organization at HealthEquity. This executive role is pivotal in transforming the VoC function into a robust, data-driven engine that fosters efficient and proactive changes, continuously enhancing the member experience. Reporting directly to the Chief Customer Officer, you will build and lead cross-functional frameworks to prioritize product initiatives, leveraging real-time feedback loops from members, clients, partners, and internal teammates. Your leadership will drive a culture of data-informed decision-making, ensuring our products and services evolve dynamically in service of our mission to save and improve lives by empowering healthcare consumers.

What you'll be doing:

Manages and carries out the personnel actions for direct reports, including but not limited to hiring and scheduling; training and evaluating; coaching and managing performance; making salary, merit, or other compensation recommendations for team of direct reports; and making recommendations and/or taking corrective or disciplinary action as appropriate.
• Strategic Leadership and Transformation: Lead the development of the VoC program into a scalable, data-driven engine that integrates customer insights with business analytics to enable proactive, efficient changes. Develop and implement strategies that shift from reactive feedback to predictive, real-time intelligence, ensuring continuous improvement in member satisfaction, retention, and loyalty.
• Framework Development and Prioritization: Design and deploy comprehensive customer journey frameworks for product teams to prioritize initiatives based on quantitative and qualitative data. Collaborate with product, engineering, and operations leaders to align VoC insights with business goals, using tools like journey mapping, sentiment analysis, and prioritization matrices to guide roadmap decisions.
• Real-Time Feedback Loops: Establish and optimize multi-channel feedback mechanisms to capture real-time insights from diverse stakeholders, including members, clients, partners, and internal teammates. Integrate these loops into agile processes for rapid iteration and response.
• Data Analytics and Insights Generation: Oversee a team to harness advanced analytics, AI-driven tools, and big data platforms to derive actionable insights. Translate complex datasets into compelling narratives that influence executive decisions and drive measurable improvements in key metrics such as Net Promoter Score (NPS), and Customer Satisfaction (CSAT).
• Cross-Functional Collaboration: Partner with senior leaders across product, marketing, operations, and finance, to embed VoC principles into core business processes. Foster a collaborative environment that encourages data sharing and proactive problem-solving to enhance overall business performance in the financial healthcare domain.
• Performance Measurement and Reporting: Define KPIs and dashboards to track VoC program effectiveness, member experience trends, and ROI on CX initiatives. Present insights and recommendations to the executive team and board, advocating for investments that yield long-term value.
• Team Building and Development: Build, mentor, and lead a high-performing team of VoC professionals, data analysts, and CX experts. Promote a culture of innovation, inclusivity, and continuous learning to attract top talent in a competitive market.

Qualifications:

Education and Experience:

• A person qualified for this role would usually have a Bachelor's degree in Business, Data Analytics, Marketing, or a related field. Experience in lieu of education can also be considered.
• Preferred Experience: 10+ years of progressive leadership in customer experience, VoC, data analytics, or related fields, with at least 5 years at the VP or Director level.
• Proven track record in financial services, healthcare, or fintech industries, with experience leading transformations in data-driven CX programs.
• Demonstrated success in building frameworks for product prioritization and implementing real-time feedback systems in complex, regulated environments.

Specialized Knowledge, Skills, and Abilities:

• Expertise in data analytics tools (e.g., SQL, Tableau, Python/R) and CX platforms (e.g., Qualtrics, Medallia).
• Strong business acumen with experience in financial modeling, ROI analysis, and aligning X strategies with revenue growth.
• Exceptional communication and storytelling skills to influence stakeholders at all levels.
• Proficiency in agile methodologies, design thinking, and change management.
• Ability to thrive in a fast-paced, ambiguous environment while driving results through collaboration.
• Experience in healthcare-specific challenges, such as member-centric design in insurance or payment systems.
• Familiarity with AI/ML for predictive analytics and a passion for innovation in member experience. Certifications, Licenses, Registrations:
• Certification in CX (e.g., CCXP) or data analytics is a plus.

Physical/Mental Requirements and Demands:

• Work requires normal range of hearing, vision and verbal communication skills, with or without a reasonable accommodation.
• Must be able to use a telephone or headset equipment and operate a keyboard and other office equipment, with or without reasonable accommodation.
• Must be able to spend prolonged periods of each workday on the phone
• The ability to perform work at a computer station for 6-8+ hours a day and function in an environment with frequent interruptions is required
• Must be able to lift and move material weighing up to 20lbs
• May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
• Occasional travel to attend training or meetings may be required.

#LI-Remote

This is a remote position.

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 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 has a vision that by2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

You belong at HealthEquity!

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.

HealthEquity uses Microsoft Copilot to transcribe screening interviews between candidates and their direct Talent Partner for note taking and interview summaries. By scheduling a screening interview with us, you consent to Microsoft Copilot's AI technology recording and transcribing your interview with your Talent Partner. This information will be reviewed for accuracy and then used by HealthEquity to summarize the interview, ensure accuracy, and facilitate our hiring process. We take privacy seriously. You have the option to opt out. If you wish to opt out of this Microsoft Copilot transcription, please notify your Talent Partner in advance of the interview. If we do not receive an opt-out request from you, we will assume that you consent to the use of Microsoft Copilot.

At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together.

As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of our interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to HealthEquity.

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