Director, AI Enablement

HealthEquity; United States; On-site; USD 144,000 - 191,000; Full time

Benefits offered by this job

Medical, dental, and vision

HSA contribution and match

Uncapped paid time off

Paid parental leave

401(k) match

Ongoing education & tuition assistance

Job summary

HealthEquity is seeking a Director, AI Enablement to strategically apply AI across customer experience, ensuring investments address real customer needs and deliver measurable outcomes. This leadership role requires a Bachelor’s degree and extensive experience in AI or advanced analytics. Responsibilities include guiding AI use cases, improving customer experience, and ensuring operational viability. A remote position is available with an attractive salary range of $144,000 to $191,000 per year, along with comprehensive benefits.

Qualifications

• 12+ years of experience in AI, advanced analytics, or CX technology.
• Direct experience with AI-driven decision systems.
• Experience applying AI/ML in customer experience contexts.

Responsibilities

• Own enterprise strategy for AI in customer experience.
• Identify and prioritize AI use cases.
• Ensure AI reduces customer friction and increases clarity.

Skills

AI/ML application

Advanced analytics

CX technology

Data-driven decision making

Cross-functional leadership

Education

Bachelor’s degree

Job description

Our Mission

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

Overview

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.

Responsibilities

• 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 hands‑on 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
• Manage personnel actions for direct reports, including hiring, scheduling, training, evaluating, coaching, performance management, and compensation recommendations
• Accountable for measurable CX and operational results and continuously validate impact
• Influence senior stakeholders across CX, Product, Technology, and Operations without direct ownership

Qualifications

• Bachelor’s degree required; technical, analytics, or data‑driven background preferred
• 12+ years of related experience in AI, advanced analytics, CX technology, or digital enablement
• Direct ownership of AI‑driven CX decisioning systems, including model orchestration, guardrails, escalation logic, and performance monitoring
• Hands‑on experience applying AI/ML in CX contexts (e.g., NLP, automation, predictive analytics including autonomous or semi‑autonomous customer actions with defined human‑in‑the‑loop 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 cross‑functional leadership, influence, and delivery skills in complex environments

This is a remote position.

Salary Range

$144,000.00 To $191,000 / year

Benefits & Perks

• 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

Onboarding & Travel

This is a remote role with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity’s immersive onboarding experience. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.

This role may begin with a virtual, self‑paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.

HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities.

EEO Statement

HealthEquity, 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.