Director, CX Data and Customer Analytics

About this role

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, CX Data & Customer Analytics is the analytics leader for the Customer Organization, responsible for helping CX leadership understand, explore, define, and deliver scalable analytics and enterprise reporting that enables effective performance management, business growth, operational excellence, and continuous improvement in customer experience.
This role is both a strategic business partner and a hands-on analytics leader. The Director works closely with CX leadership to translate business priorities into measurable outcomes, operating metrics, reporting products, and analytic solutions that improve visibility, accountability, decision quality, and action.
This role leans heavily toward business and strategic impact. The Director serves as an enabler of decision-making for CX leadership, helping shape where the organization focuses and what it does next—not simply reporting on what has already happened. The role is accountable for influencing business outcomes such as customer retention and growth, cost to serve, operational effectiveness, and customer experience.
The Director also partners with Data Engineering, Data Governance, Data Science, AI, and Technology teams to build durable semantic models, governed reporting assets, and reusable data products that support CX analytics at scale, including gold-layer data assets in Databricks.
This is a hands-on leadership role. Hands-on may be needed to advise analysts in their code, decision logic, or performance optimization. The Director is expected to be credible in the work, not only accountable for managing the work.
What You'll Be Doing

• Serve as the primary analytics and insights partner to CX leadership, helping leaders define strategic questions, customer experience measures, operating metrics, and decision needs.

• Build a deep understanding of HealthEquity's business model and how client, member, broker, and partner experiences connect to business performance, retention, growth, and operational efficiency.

• Quantify the value at stake—including retention, revenue, cost to serve, operational risk, and customer experience impact—and use it to build business cases, guide investment decisions, and prioritize the CX analytics roadmap.

• Translate business priorities into measurable outcomes, analytics strategies, reporting products, and action plans that drive customer and business results.

• Own the CX analytics roadmap, aligning investments to customer priorities, value at stake, strategic business objectives, executive priorities, operational reporting needs, regulatory and risk considerations, automation opportunities, and measurable business value.

• Develop scalable analytics, dashboards, scorecards, and enterprise reporting that help the Customer Organization monitor performance, identify risk, evaluate trends, and improve customer experience.

• Serve as a trusted advisor to CX leadership by translating complex analytics into clear business narratives, recommendations, and decision support for executive audiences.

• Establish intake, prioritization, and delivery practices that focus the team on the highest-value work while communicating tradeoffs in a supportive, transparent, and business-oriented manner.

• Negotiate competing priorities with stakeholders based on business value, urgency, reuse potential, risk, effort, and strategic alignment, including the ability to say “not right now” without damaging trusted partnerships.

• Distinguish between ad hoc analysis, repeatable operational reporting, certified analytics, and scalable data products; ensure valuable ad hoc work is converted into operational analytics, semantic models, and engineering-backed data assets when appropriate.

• Partner with Data Engineering and Technology teams to design, sponsor, and mature semantic models that enable governed, consistent, and performant analytics and reporting at scale.

• Partner with Data Governance to improve metric definitions, data quality, lineage, stewardship, certification, and trust in CX reporting and customer experience analytics.

• Use CX platforms, survey data, call center metrics, agent performance data, CSAT, NPS, customer journey signals, contact drivers, quality measures, and operational data to identify trends, root causes, opportunities, and risks.

• Apply data science fluency to increase pattern recognition, segmentation, driver analysis, predictive modeling, forecasting, anomaly detection, and proactive performance management across the Customer Organization.

• Partner with Data Science and AI teams to identify, prioritize, and operationalize advanced analytics and AI-enabled use cases, including agentic AI capabilities built against governed semantic models and Databricks gold-layer data assets.

• Drive report rationalization, automation, dashboard performance improvement, self-service enablement, and retirement of low-value or duplicative reporting assets.

• Measure analytics effectiveness through business outcomes influenced, decisions changed, stakeholder adoption, reporting quality, reduced manual effort, improved decision speed, customer experience improvements, and measurable business impact.

• Build, lead, and develop a high-performing analytics and reporting team that combines business partnership, technical depth, curiosity, accountability, and measurable impact.

• Create role clarity, delivery standards, operating rhythms, and development plans that improve team execution, stakeholder trust, and analytics maturity.

• Manage and carry out personnel actions for direct reports, including hiring, scheduling, coaching, training, performance management, compensation recommendations, and corrective or disciplinary action as appropriate.

• Provide hands-on guidance to analysts on SQL, Python, Databricks notebooks, dashboard…