VP Customer Experience - Technology

HealthEquity; United States; Remote; USD 201,000 - 332,000; Full time

Job summary

An established industry player is seeking a Vice President of Customer Experience to revolutionize its CCaaS platform. This remote role involves developing strategies to enhance customer interactions across various channels, leading a team of experts, and driving transformational change using cutting-edge technologies. The ideal candidate will possess extensive experience in customer experience management, particularly in the CCaaS domain, and will be adept at leading teams and collaborating across functions. Join a forward-thinking company dedicated to connecting health and wealth, where your contributions will significantly impact the customer journey and overall business success.

Benefits

Medical, Dental, Vision

HSA contribution and match

Dependent Care FSA match

Uncapped Paid Time Off

401(k) match

Paid Parental Leave

Ongoing Education & Tuition Assistance

Gym/Fitness Reimbursement

Award Winning Wellness Program

Qualifications

• 10+ years of experience in customer experience, focusing on CCaaS technologies.
• Proven track record of driving transformational change in customer experience.

Responsibilities

• Develop strategies to enhance customer experience across multiple channels.
• Lead a team of experts to drive change in the CCaaS platform.

Skills

Customer Experience Management

Leadership

Communication Skills

Analytical Skills

Problem-Solving

Education

Bachelor's degree in Business

MBA

Tools

Genesys

Cisco Webex Contact Center

Contact Center AI

Job description

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

How you can make a difference

We are seeking a highly experienced and motivated Vice President of Customer Experience with a focus on Contact Center as a Service (CCaaS) to join our team. In this role, you will be responsible for developing and executing strategies that enhance the overall customer experience across multiple channels, including digital, omni-channel, self-service, and intelligent virtual assistants. You will lead a team of experts in the field of customer experience to drive transformational change in our CCaaS platform, including the use of Genesys, Cisco Webex Contact Center, Contact Center AI, and other cutting-edge technologies.

What you’ll be doing

• Develop and execute strategies to enhance the overall customer experience across multiple channels, including digital, omni-channel, self-service, and intelligent virtual assistants.
• Drive transformational change in our CCaaS platform to deliver exceptional customer experiences, leveraging technologies such as Genesys, Cisco Webex Contact Center, Contact Center AI, and others.
• Lead a team of customer experience experts, providing guidance, mentorship, and support to help them achieve their goals.
• Collaborate with cross-functional teams to ensure the seamless integration of customer experience strategies across the organization.
• Develop and manage budgets, goals, and performance metrics to ensure that customer experience initiatives are aligned with business objectives.
• Identify and implement innovative solutions to improve the customer experience, leveraging emerging technologies and industry best practices.
• Work closely with senior leadership to drive change management initiatives and ensure that customer experience strategies are aligned with the organization's overall mission and values.
• Ensure training and development on reporting, metrics, internal systems, and processes to measure the overall effectiveness of customer experience initiatives.
• Continuously drive recruiting efforts and interviewing efforts to ensure a continuous pool of candidates for a growing support team.
• Manage and educate team on technology and process enhancements to enable support initiatives.
• Ensure strategic plans are developed and completed with identified customer experience vendors and partners.
• Interact with vendors/partners on a strategic level to plan, manage, and evaluate future customer experience enhancement opportunities.
• Routinely communicate with vendor/partners to ensure plan objectives are being met.
• Ensure support team is trained on key solutions and maintains relevant certifications.

What you will need to be successful

• Bachelor's degree in Business, Computer Science, Marketing, or a related field; MBA preferred.
• 10+ years of experience in customer experience, with a focus on CCaaS and related technologies.
• 7-10 years of experience in healthcare or equivalent service-oriented industry.
• Experience building, growing, and managing distributed teams.
• Proven track record of driving transformational change in a large-scale customer experience environment.
• Excellent leadership skills, with the ability to inspire and motivate teams to achieve their goals.
• Strong communication and collaboration skills, with the ability to work effectively across all levels of the organization.
• Experience with Genesys, Cisco Webex Contact Center, Contact Center AI, and other related technologies.
• Strong analytical and problem-solving skills, with the ability to identify trends and make data-driven decisions.
• Passion for delivering exceptional customer experiences and a deep understanding of customer needs and behaviors.

This is a remote position.

Salary Range

$201000.00 To $331500.00 / year

Benefits & Perks

• Medical, Dental, Vision
• HSA contribution and match
• Dependent Care FSA match
• Uncapped Paid Time Off
• 401(k) match
• Paid Parental Leave
• Ongoing Education & Tuition Assistance
• Gym/Fitness Reimbursement
• Award Winning Wellness Program

Come be your authentic self

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. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants 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.

HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy.

About the company

HealthEquity empowers Americans to connect health and wealth by providing health savings accounts (HSAs) and offering a true total solution for benefits.