Job Information
HEALTHEQUITY, INC. Director, AI Enablement in DRAPER, Utah
Director, AI Enablement
Job Locations
US-Remote
Our Mission
Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.
Overview
How you can make a difference
The Director, AI Enablement, is accountable for how AI is strategically applied across the customer experience to deliver measurable business and customer outcomes. This role ensures AI investments are grounded in real customer pain points, embedded into priority journeys, and scaled responsibly to improve experience, resolution, and operational efficiency. Success is defined by what changes for customers and the business, not by pilots, tools, or experimentation.
What you'll be doing
Own the enterprise strategy for applying AI through the customer experience, aligned to priority journeys and business outcomes
Identify and prioritize AI use cases based on Voice of Customer insights, journey analytics, contact drivers, and business impact
Ensure AI is used to reduce friction, increase clarity, and improve customer confidence, not simply to automate tasks
Partner handson with data science, engineering, product, and operations teams to shape AI use cases from concept through scaled deployment
Guide solution design to ensure models are operationally viable in live CX environments
Ensure AI capabilities are embedded into the CX operating model and AI solutions are explainable, trustworthy, and responsibly deployed
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.
Accountable for measurable CX and operational results and continuously validate impact
Influence senior stakeholders across CX, Product, Technology, and Operations without direct ownership
What you will need to be successful
Bachelor's degree required; technical, analytics, or datadriven background preferred
12+ years of related experience in AI, advanced analytics, CX technology, or digital enablement
Direct ownership of AIdriven CX decisioning systems, including model orchestration, guardrails, escalation logic, and performance monitoring.
Handson experience applying AI/ML in CX contexts (e.g., NLP, automation, predictive analytics including autonomous or semiautonomous (agentic) customer actions with defined humanintheloop controls.)
Experience establishing AI governance for CX use cases, including explainability, risk management, compliance, and lifecycle ownership.
Close partnership with Contact Center Capabilities, Product, CX platform and data strategy teams to embed AI capabilities directly into CX systems of insight and action.
Proven ability to translate technical outputs into customer experience and business results
Strong crossfunctional leadership, influence, and delivery skills in complex environments
#LI-Remote
This is a remote position.
Salary Range
$144000.00 To $191000 / year
Benefits and Perks
The actual compensation offer isdeterminedbased 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 educationand tuitionassistance
Gym and fitness reimbursement
Wellness program incentive
Onboarding and... For full info follow application link.