Director, AI Enablement

HealthEquity•Remote,

3d•$144,000 - $191,000•Remote

About The Position

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.

Requirements

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

Responsibilities

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