Communications Director

HealthEquity

3d•$133,000 - $175,000•Remote

About The Position

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, Customer Experience Communications serves as the embedded communications partner to the Customer organization and leads communications supporting HealthEquity’s customer experience transformation. This role works closely with Customer leadership to translate strategy into communications that help teams understand how their roles are evolving and how their work contributes to delivering a frictionless member experience. The Director ensures communications support the adoption of new service models, operational priorities, and customer experience improvements. What you’ll be doing: Strategic Partnership with Customer Leadership - Serve as the embedded communications partner to senior leaders within the Customer organization. Translate business strategy and operational priorities into clear communication that drives alignment and action. Partnering with leaders to translate enterprise strategy into clear communications Ensuring consistency between leadership messaging and teammate understanding Advising leaders on how to communicate transformation priorities and operational changes Participating in leadership discussions to integrate communications strategy into key business decisions. Lead Transformation and Change Communications - Design and execute communications that support the customer experience and operating model transformation. Developing communications that help frontline teams understand how their roles are evolving Creating a communication plan that support change adoption across teams over time Ensuring teammates understand how their work contributes to a more seamless experience Shape Narrative and Messaging Architecture - Develop and maintain messaging that connects HealthEquity’s enterprise strategy, service model, and customer experience. Translating complex operational strategy into clear and accessible communication Ensuring message consistency across channels and segments Data-Driven Communication Impact - Develop frameworks to evaluate communication effectiveness and support adoption of organizational change. Establishing communication metrics tied to business outcomes Partnering with analytics and operational teams to assess communication effectiveness Using feedback from teammates and customers to refine messaging and strategy Incorporating voice-of-customer insights into communications planning What you will need to be successful: 10+ years of experience in communications or change management Experience partnering with senior executives on strategic initiatives Experience leading communications for large organizational transformations Experience designing enterprise-wide communication programs Background working in complex, matrixed organizations Preferred experience includes: Customer experience transformation Financial services, healthcare, or benefits administration Service or operations-driven organizations Success in this role will contribute to: Clear alignment between strategy, leadership messaging, and teammate understanding Strong teammate understanding of HealthEquity’s evolving service model Effective communication supporting the company’s customer experience transformation journey as measured by TMX Consistent messaging across internal and external stakeholders Reduced operational friction through clearer communication and customer education What makes you exceptional: You translate complex operational strategy into clear, actionable communication that helps teams understand what is changing and why it matters. You build trusted relationships with operational leaders and frontline teams, becoming a valued partner in navigating change. You have strong instincts for audience, timing, and messaging that resonate with teams delivering service every day. You design communications that drive understanding, adoption, and alignment. You bring curiosity and a deep interest in how work actually happens across the organization. You thrive in environments where communications support transformation, operational improvement, and better experiences for members.

Requirements

10+ years of experience in communications or change management
Experience partnering with senior executives on strategic initiatives
Experience leading communications for large organizational transformations
Experience designing enterprise-wide communication programs
Background working in complex, matrixed organizations

Nice To Haves

Customer experience transformation
Financial services, healthcare, or benefits administration
Service or operations-driven organizations

Responsibilities

Strategic Partnership with Customer Leadership - Serve as the embedded communications partner to senior leaders within the Customer organization. Translate business strategy and operational priorities into clear communication that drives alignment and action.
Partnering with leaders to translate enterprise strategy into clear communications
Ensuring consistency between leadership messaging and teammate understanding
Advising leaders on how to communicate transformation priorities and operational changes
Participating in leadership discussions to integrate communications strategy into key business decisions.
Lead Transformation and Change Communications - Design and execute communications that support the customer experience and operating model transformation.
Developing communications that help frontline teams understand how their roles are evolving
Creating a communication plan that support change adoption across teams over time
Ensuring teammates understand how their work contributes to a more seamless experience
Shape Narrative and Messaging Architecture - Develop and maintain messaging that connects HealthEquity’s enterprise strategy, service model, and customer experience.
Translating complex operational strategy into clear and accessible communication
Ensuring message consistency across channels and segments
Data-Driven Communication Impact - Develop frameworks to evaluate communication effectiveness and support adoption of organizational change.
Establishing communication metrics tied to business outcomes
Partnering with analytics and operational teams to assess communication effectiveness
Using feedback from teammates and customers to refine messaging and strategy
Incorporating voice-of-customer insights into communications planning