HealthEquity, Inc.

  • Head of Customer Experience

    Job Locations US-UT-Draper
    Category
    Product
  • Overview

    We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable.

     

    How you can make a difference

     

    We are looking for a passionate Head of Customer Experience to join our team in Draper, Utah. You will lead the customer experience team in collecting and analyzing feedback from our 4 million+ customers. You will serve as a senior leader and drive success for our customers by leading an innovative CX program. You will need to be a hands-on leader that can establish the strategic vision and direct a high performing CX team. You will be a representative for the customer across the entire organization which includes key stakeholders in sales, service, operations, product and technology teams.

     

    What you’ll be doing

     

    • Leverage our market leading CX tools to develop listening posts in the customer journey and identify opportunities for continuous improvement
    • Understand how each improvement initiative affects all customer touch points and ensure all appropriate stakeholders are aligned with the project
    • Provide feedback to the company regarding service and product failures or other customer satisfaction concerns 
    • Work with product and service leaders to develop and monitor the right KPI that drives desired behaviors and outcomes.
    • Work with our services teams to provide an outlet for problem solving and set an SLA to respond to customer issues in a timely manner.
    • Develop annual CX strategic vision including necessary department budget needs
    • Maintaining monthly reporting and commentary regarding progress
    • Conducting regular reviews with teams to gauge performance against objectives

    What you will need to be successful

     

    • 5+ years proven success in a prior Customer Experience / Voice of Customer leadership role
    • Leadership experience within a call center or similar service centered business
    • Strong analytical skills with the ability to turn data into actionable insights
    • Expert in survey design and customer feedback best practices
    • Proficient in dashboard and report design that can simplify complex data for end users
    • A passion to provide a product and experience that drives real customer value

     

    Benefits and perks

     

    • Medical, Dental, Vision
    • 401(k) match
    • Paid Maternity/Paternity leave
    • Ongoing education 
    • Tuition Assistance
    • Gym/Fitness Reimbursement
    • Purple with Purpose (paid volunteer time off)
    • HSA contribution and match
    • On site Lunch and Learns
    • Award winning Wellness Program
    • Consumer Driven Healthcare (CDH) education

     

    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 and build health savings for life. Through our innovative technology and superior service delivery, our members gain valuable insights to better save and spend their healthcare dollars.

     

    We firmly believe that our team members drive the success of this company. We hire passionate contributors who enjoy the thrill of pioneering their positions to their full potential. Join us and discover a work experience where the person is valued more than the position, and where are our purple culture drives a remarkable experience.

     

    Our advice to you

    HealthEquity is fiercely focused on hiring passionate individuals to contribute to our purple culture. If you speak passion, excellence, service, ambition, fun… we want to speak with you! We believe that your personality is as important as your experience and qualifications so when we do have the opportunity to speak together, be authentic, be genuine, be you! Showcase your experience and your passion.

     

    HealthEquity, Inc. is a proud promoter of equal opportunities for training, compensation, transfer, promotion, and other aspects of employment for all qualified applicants and employees. HealthEquity, Inc. support Equal Employment Opportunities without regard to sex, race, color, religion, national origin, age, disability, sexual orientation or veteran status when hiring – under federal, state and local laws.

     

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