Head of Digital Experience

Job title: Head of Digital Experience in USA at HealthEquity

Company: HealthEquity

Job description: OverviewHow 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-remoteSalary Range$265,500.00 To $365,000.00 / yearBenefits & PerksThe 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 HealthEquityHealthEquity, 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.HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy.

Expected salary:

Location: USA

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