Director, CX Platform & Data Strategy

Director, CX Platform & Data Strategy

Job Locations

US-Remote

Our Mission

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

Overview

Overview - How You Can Make a Difference

Delivering differentiated customer experience at HealthEquity requires a trusted, integrated foundation of Customer Experience (CX) platforms, analytics, and data science-one that enables understanding, prioritization, action, and learning at enterprise scale.

The Director, CX Platform & Data Strategy owns the CX technology and data backbone that powers customer understanding and CX decision-making. This role ensures CX platforms, analytics, and data science operate as a single, coherent capability that leaders trust and teams act on.

This leader brings deep CX platform expertise together with strong data science fluency, enabling faster, more confident decisions grounded in customer and business outcomes. This role requires direct, hands-on experience building CX and data platforms (data models, pipelines, logic, and systems)-not solely leading or overseeing delivery.

Agentic CX implementation experience is essential to unify Voice of Customer (VoC) signals and enable automated, scalable insight-to-action systems across the enterprise.

What You'll Be Doing

The Director is accountable for designing, operating, and evolving the systems and data that enable HealthEquity to understand customers and act decisively.

This role leads the strategy and execution of CX platforms supporting Voice of Customer, journey analytics, and closed-loop action.

Platforms are designed as systems of action that directly drive prioritization, ownership, and execution across Product, Service, and Operations-not passive insight repositories.

Key responsibilities include:

Designing and building CX platform capabilities that connect customer signals to decisions and actions
• Defining how signals translate into prioritization, ownership, and measurable outcomes

• Player-coach leadership with direct, hands-on engagement alongside analysts, data scientists, and engineers to design, build, and refine analytical approaches, models, and decision logic.
• Translating complex data into insights that drive business decisions, prioritization, and execution
• Ensuring analytics are interpretable, financially grounded, and tied to customer and business outcomes
• Owning CX data quality, integration, and governance across structured and unstructured sources
• Identifying and resolving issues related to data bias, signal reliability, and representativeness
• Aligning CX data capabilities with enterprise data architecture while maintaining speed and flexibility
• Driving agentic or automated CX capabilities that enable scalable, real-time action
• Operating with a strong bias toward speed and iteration delivering MVP solutions quickly and expanding over time

This is a hands-on leadership role requiring direct engagement in platform design, data modeling, analytical logic, prioritization frameworks, and system execution not purely strategic oversight.

Non-Negotiable Requirements

• Proven experience personally building CX or data platforms , including data pipelines, data models, logic, or decisioning systems
• Demonstrated ability to translate customer signals into concrete actions and business decisions , not just insights or reporting
• Experience operating in resource-constrained environments , with limited reliance on centralized data or engineering teams
• Strong orientation toward speed, iteration, and MVP delivery (building in phases vs. waiting for full-scale solutions)
• Hands-on engagement with data, analytics, and system design , not solely leading teams

This Role Is Not a Fit If

• You primarily manage VoC programs, surveys, or dashboards without building underlying systems
• Your experience is focused on reporting and insights without driving operational action or decision change
• You rely heavily on centralized data, engineering, or BI teams for execution

• Your role has been primarily strategic or oversight-based without hands-on system involvement

What You'll Need to be Successful

• Bachelor's degree required; degree in analytics, data science, or related field preferred
• 8+ years of experience in CX platforms, analytics, or data strategy
• Experience with agentic CX or automation-driven customer experience systems
• Strong hands-on experience with data modeling, data pipelines, or analytical logic development
• Deep familiarity with CX platforms and journey analytics tools
• Strong grounding in data science concepts and applied analytics
• Ability to translate data into CX and business decisions

Work Environment

This is a remote position.

Salary Range

$137500.00 To $182000.00 / 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 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

Why work with HealthEquity

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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