Remote Director, AI Enablement & CX Strategy

HealthEquity; Draper (UT); On-site; USD 144,000 - 191,000; Full time

Benefits offered by this job

Medical, dental, and vision

HSA contribution and match

401(k) match

Paid parental leave

Uncapped paid time off

Ongoing education & tuition assistance

Gym and fitness reimbursement

Job summary

HealthEquity is seeking a Director of AI Enablement to lead enterprise AI strategy across the customer experience, partnering with data science, engineering, and product teams to deploy scalable AI solutions. The role emphasizes responsible AI, measurable CX improvements, and cross-functional leadership.

The position is remote in the US, with onboarding and travel considerations described in the Benefits section.

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 (NLP, automation, predictive analytics)
• Experience establishing AI governance for CX use cases, including explainability, risk management, and lifecycle ownership
• Close partnership with CX teams to embed AI capabilities 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

Responsibilities

• Own enterprise strategy for applying AI through the customer experience
• Identify and prioritize AI use cases based on insights and business impact
• Ensure AI reduces friction and improves customer confidence
• Partner with data science, engineering, product, and operations to scale AI use cases
• Guide solution design to ensure models are viable in live CX environments
• Embed AI capabilities into the CX operating model and ensure explainability and trust
• Influence senior stakeholders across CX, Product, Technology, and Operations
• Make tradeoff decisions balancing impact, feasibility, and speed to value
• Drive rapid validation and iteration of AI use cases with a bias to learn fast

Skills

AI strategy

CX tech

Leadership

Stakeholder influence

NLP

Analytics

Education

Bachelor's degree

Tools

Model orchestration

Guardrails

Performance monitoring

Job description

HealthEquity is seeking a Director of AI Enablement to lead enterprise AI strategy across the customer experience, partnering with data science, engineering, and product teams to deploy scalable AI solutions. The role emphasizes responsible AI, measurable CX improvements, and cross-functional leadership.

The position is remote in the US, with onboarding and travel considerations described in the Benefits section.