HealthEquity
Overview
VP CX Strategy and Insights
– US-Remote About Our Mission
Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. What you’ll be doing
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. Key responsibilities : 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 NPS and 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 bachelor’s degree in Business, Data Analytics, Marketing, or related field is typical; experience may be considered in lieu of education. Preferred Experience: 10+ years in progressive leadership in customer experience, VoC, data analytics, or related fields, with at least 5 years at 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 CX 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 in CX or data analytics are a plus. Physical/Mental Requirements Work requires normal range of hearing, vision, and verbal communication skills, with or without reasonable accommodation. Must be able to use telephone or headset equipment and operate a keyboard and other office equipment, with or without reasonable accommodation. Must be able to spend prolonged periods on the phone. Must be able to perform work at a computer station for 6-8+ hours a day with frequent interruptions. Must be able to lift and move material weighing up to 20 lbs. Occasional travel to attend training or meetings may be required. #LI-Remote This is a remote position. Salary
$184,500 to $304,000 / year Benefits & Perks
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 Why work with HealthEquity
HealthEquity has a vision that by 2030 we will make HSAs as widespread 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. HealthEquity is an equal opportunity employer, committed to an inclusive workplace. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, 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 AI tools in the application process; you consent to transcription for screening interviews unless you opt out. If you wish to opt out, notify your Talent Partner in advance of the interview. If no opt-out request is received, we will assume consent to use AI transcription. As AI becomes common in the process, our hiring approach emphasizes authentic, live engagement. We value honesty and originality and expect you to participate in live interviews without AI assistance unless explicitly instructed otherwise. HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies, please visit HealthEquity Privacy.
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VP CX Strategy and Insights
– US-Remote About Our Mission
Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. What you’ll be doing
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. Key responsibilities : 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 NPS and 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 bachelor’s degree in Business, Data Analytics, Marketing, or related field is typical; experience may be considered in lieu of education. Preferred Experience: 10+ years in progressive leadership in customer experience, VoC, data analytics, or related fields, with at least 5 years at 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 CX 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 in CX or data analytics are a plus. Physical/Mental Requirements Work requires normal range of hearing, vision, and verbal communication skills, with or without reasonable accommodation. Must be able to use telephone or headset equipment and operate a keyboard and other office equipment, with or without reasonable accommodation. Must be able to spend prolonged periods on the phone. Must be able to perform work at a computer station for 6-8+ hours a day with frequent interruptions. Must be able to lift and move material weighing up to 20 lbs. Occasional travel to attend training or meetings may be required. #LI-Remote This is a remote position. Salary
$184,500 to $304,000 / year Benefits & Perks
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 Why work with HealthEquity
HealthEquity has a vision that by 2030 we will make HSAs as widespread 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. HealthEquity is an equal opportunity employer, committed to an inclusive workplace. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, 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 AI tools in the application process; you consent to transcription for screening interviews unless you opt out. If you wish to opt out, notify your Talent Partner in advance of the interview. If no opt-out request is received, we will assume consent to use AI transcription. As AI becomes common in the process, our hiring approach emphasizes authentic, live engagement. We value honesty and originality and expect you to participate in live interviews without AI assistance unless explicitly instructed otherwise. HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies, please visit HealthEquity Privacy.
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