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

• 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

• 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.

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.