Director, AI Enablement
$144,000–$144,000 year
RemoteUnited States
Job Summary
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, and business impact, ensuring solutions reduce friction and improve customer confidence. Partner hands-on with data science, engineering, product, and operations teams to shape use cases from concept through scaled deployment, guiding solution design for operational viability in live CX environments. Manage direct reports, including hiring, scheduling, performance coaching, and compensation recommendations, while making explicit tradeoff decisions across competing AI opportunities. Drive rapid validation and iteration of AI use cases, prioritizing speed and learning over perfect initial solutions. Accountable for measurable CX and operational results, continuously validating impact and influencing senior stakeholders across CX, Product, Technology, and Operations.
Required Qualifications
- Bachelor's degree
- 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
- Must be able to participate in Trailhead, HealthEquity's immersive onboarding experience held onsite at headquarters once per quarter
- Must consent to Microsoft Copilot's AI technology recording and transcribing screening interviews (opt-out available)
Desired Qualifications
- technical, analytics, or data‐driven background
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