VP CX Strategy and Insights

VP CX Strategy And Insights

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 Vice President, VP CX Strategy and Insights will serve as the strategic leader and champion for customer experience (CX), data analytics, and business intelligence within the Customer Organization at HealthEquity. This executive role is pivotal in transforming the VoC function into a robust, data-driven engine that fosters efficient and proactive changes, continuously enhancing the member experience. Reporting directly to the Chief Customer Officer, you will build and lead cross-functional frameworks to prioritize product initiatives, leveraging real-time feedback loops from members, clients, partners, and internal teammates. Your leadership will drive a culture of data-informed decision-making, ensuring our products and services evolve dynamically in service of our mission to save and improve lives by empowering healthcare consumers.

What you'll be doing :

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.

• Strategic Leadership and Transformation : Lead the development of the VoC program into a scalable, data-driven engine that integrates customer insights with business analytics to enable proactive, efficient changes. Develop and implement strategies that shift from reactive feedback to predictive, real-time intelligence, ensuring continuous improvement in member satisfaction, retention, and loyalty.
• Framework Development and Prioritization : Design and deploy comprehensive customer journey frameworks for product teams to prioritize initiatives based on quantitative and qualitative data. Collaborate with product, engineering, and operations leaders to align VoC insights with business goals, using tools like journey mapping, sentiment analysis, and prioritization matrices to guide roadmap decisions.
• Real-Time Feedback Loops : Establish and optimize multi-channel feedback mechanisms to capture real-time insights from diverse stakeholders, including members, clients, partners, and internal teammates. Integrate these loops into agile processes for rapid iteration and response.
• Data Analytics and Insights Generation : Oversee a team to harness advanced analytics, AI-driven tools, and big data platforms to derive actionable insights. Translate complex datasets into compelling narratives that influence executive decisions and drive measurable improvements in key metrics such as Net Promoter Score (NPS), and Customer Satisfaction (CSAT).
• Cross-Functional Collaboration : Partner with senior leaders across product, marketing, operations, and finance, to embed VoC principles into core business processes. Foster a collaborative environment that encourages data sharing and proactive problem-solving to enhance overall business performance in the financial healthcare domain.
• Performance Measurement and Reporting : Define KPIs and dashboards to track VoC program effectiveness, member experience trends, and ROI on CX initiatives. Present insights and recommendations to the executive team and board, advocating for investments that yield long-term value.
• Team Building and Development : Build, mentor, and lead a high-performing team of VoC professionals, data analysts, and CX experts. Promote a culture of innovation, inclusivity, and continuous learning to attract top talent in a competitive market.

Qualifications : Education and Experience : A...