Director, AI Enablement

Our Mission 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 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. What you'll be doing 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 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. Accountable for measurable CX and operational results and continuously validate impact Influence senior stakeholders across CX, Product, Technology, and Operations without direct ownership Make explicit tradeoff decisions across competing AI opportunities, balancing customer impact, feasibility, and speed to value Drive rapid validation and iteration of AI use cases (0→1→scale), prioritizing speed and learning over perfect initial solutions What you will need to be successful 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 (agentic) 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 Non-Negotiable Requirements Proven experience personally identifying, prioritizing, and owning AI use cases from concept through deployment —not solely executing against pre-defined roadmaps Demonstrated ability to make decisions on what to build, why, and how , including tradeoffs across business value, feasibility, and customer impact Direct ownership of AI solution design choices , including approach, scope, and prioritization (not limited to coordination or governance) Ability to operate in ambiguous, resource-constrained environments , with limited reliance on centralized data science or engineering teams Hands-on engagement in translating business problems into AI-enabled solutions and operational workflows This Role Is Not a Fit If Your experience is primarily focused on program management, governance, or execution of pre-defined AI initiatives You rely on data science or engineering teams to define solutions, while you coordinate delivery You have not directly owned AI use case identification, prioritization, and decision-making Your role has been primarily driving execution rather than shaping what should be built #LI-Remote This is a remote position. Salary Range $144000.00 To $191000 / year Benefits & Perks The 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 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 designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. 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. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process. Why work with 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. You belong at HealthEquity! 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. 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. At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together. As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of our interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to HealthEquity. HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy.