Director of Customer Experience
Job Locations
US-Remote
Overview
Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable. How you can make a difference The Director, Customer Experience is responsible for creating and executing strategies to improve customer satisfaction, loyalty, and retention. This role oversees the Customer Experience program, analyzing feedback and performance data to identify trends and opportunities for improvement. The position also leads cross-functional initiatives to enhance the customer journey and address pain points. What you'll be doing 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:
- Lead the strategic planning and execution of the organization's customer experience vision and goals
- Drive innovation in customer experience by leveraging customer insights, market trends, and emerging technologies.
- Oversee the measurement and analysis of customer experience metrics, translating data into actionable insights and strategies.
- Build and lead a high-performing customer experience team, fostering a culture of customer-centricity across the organization.
- Engage with senior leadership to align customer experience initiatives with overall business objectives
- Coordinate and collaborate with CS/MS management, content management, product marketing, marketing and product teams on new program feature rollouts
- Become the subject matter expert in the Customer Experience toolset, along with policies and procedures associated with those tools
- Lead cross-functional initiatives to enhance the overall customer journey and resolve pain points.
- Proactively manage changes in project scope, identify potential crises and create contingency/recovery plans.
- Analyze customer feedback and performance data to identify trends and insights for continuous improvement.
- Develop and implement comprehensive customer experience strategies from ground up to drive customer satisfaction, loyalty, and retention.
- Act as a liaison between the product team, design team, and external stakeholders, ensuring clear communication and alignment on testing goals and outcomes.
Additional Duties and Responsibilities:
What you will need to be successful Qualifications: Education and Experience:
- Bachelor's degree in relevant related field, applicable experience may be substituted
- 12+ years of experience in customer success, driving customer experience strategies that enhance satisfaction and deliver strong business results.
- Strong background in customer research and analytics techniques, customer strategy, and process improvement.
Specialized Knowledge, Skills, and Abilities:
- Data visualization and web analytical tools
- High level of initiative and desire to create a world-class user experience for our customer support teams
- Strong strategic thinking, leadership, and communication skills, with the ability to drive change and innovation.
- Strong leadership and project management skills, with the ability to manage multiple priorities simultaneously.
- Ability to think strategically, analytically and systemically with an excellent attention to detail.
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 20 lbs
- May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines
Travel Requirements:
- Moderate travel may be required (20-30%).
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#LI-Remote This is a remote position.
Salary Range
$133000.00 To $213000.00 / year
Benefits & Perks
The compensation range describes the typical minimum or maximum base pay range for this 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
- Full-time team members receive a minimum of 18 days of annual PTO and 13 paid holidays per year
- Adventure accounts
- Paid parental leave
- 401(k) match
- Personal and healthcare financial literacy programs
- Ongoing education& tuition assistance
- Gym and fitness reimbursement
- Wellness program incentives
Come be your authentic self
Why work for HealthEquity HealthEquity has a vision that by 2030 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. Come be your authentic self HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants 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 is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy. |
HealthEquity
parental leave, paid holidays, tuition assistance, 401(k)
Jan 16, 2025