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:

The Head of Digital Experience will define and drive a unified customer experience strategy across all digital and voice touchpoints, ensuring a seamless and consistent brand journey. This role leads the development and execution of integrated go-to-market and channel strategies, leveraging data and innovative technologies for continuous optimization. The Head of Experience fosters cross-functional collaboration to break down silos and influences stakeholders to prioritize customer experience initiatives, ultimately enhancing customer satisfaction and driving business performance.

Essential Management Responsibilities:
* 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.

Essential Duties and Primary Responsibilities:

Omnichannel Customer Experience Strategy, Development & Execution:

Lead the development and champion a unified omnichannel customer 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.

Omnichannel Experience Development & Execution:

• Lead the team in creating and executing fully integrated go-to-market campaigns and channel strategies that enhance customer experiences, differentiate the brand, and drive business performance.
• Oversee the design, development, and implementation of user-centered experiences across all digital and voice touchpoints, ensuring a seamless and consistent brand experience crucial for customer satisfaction.
• Establish and enforce consistent brand voice and messaging guidelines across all digital (web, mobile) and voice (IVR, IVA) channels
• Drive data-driven optimization efforts based on the analysis of customer interactions and feedback across all channels.
• Establish and maintain design standards and guidelines to ensure consistent and high-quality brand experience.
• Monitor and analyze customer feedback and behavior across all channels to identify areas for improvement and refine omnichannel capabilities.
• Champion a culture of continuous improvement and experimentation to enhance the overall customer experience.

Collaboration, Influence & Team Leadership:

• Foster strong collaboration and communication across different departments and channel teams to break down silos and eliminate duplication of effort.
• Partner with technology, marketing, product, and customer service teams to ensure a cohesive and integrated customer experience.
• Influence stakeholders at all levels of the organization to prioritize customer experience initiatives and secure necessary resources.
• Lead cross-functional teams to implement customer experience improvements and strategic initiatives.
• Evaluate and recommend technology and tooling strategies to streamline operations, promote integration, and achieve cost efficiencies across digital and voice channels.

Qualifications:
Education and Experience:

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

Specialized Knowledge, Skills, and Abilities:

• Proven track record in developing and executing omnichannel customer experience strategies in a global context
• Extensive experience in leading cross-functional teams and managing complex projects across multiple markets
• Strong understanding of digital marketing, data analytics, and emerging technologies, including AI
• A strategic, consumer-centric thinker. You understand consumer segments deeply and intuitively, and you naturally gravitate to the consumer when answering questions or considering strategies.
• Results oriented. You are most comfortable in work environments which are outcome-oriented and merit-based and are highly motivated by goal accomplishment.
• Proven track record of success in designing and implementing user-centered solutions for complex products.
• Strong understanding of user-centered design principles and methodologies.
• Experience with user research methodologies, including user interviews, usability testing, and data analysis.
• Proficiency in design tools such as Figma, Sketch, Adobe Creative Suite.
• Excellent communication, presentation, and interpersonal skills.
• Strong leadership, mentorship, and team-building skills.

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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