Director, Customer Experience Data and Service Analytics (Remote)
Skills
About the role
This is a director-level analytics leadership role for HealthEquity's Service organization, fully remote within the US. It suits an experienced analytics leader who is still hands-on with SQL, Python and Databricks and wants to own reporting and analytics strategy for a customer-service organization. The person in this role partners with Data Engineering, Data Governance, Data Science and AI teams to build governed reporting and semantic models on Databricks gold-layer data.
What you’ll do
- Serve as the primary analytics partner to Service leadership on performance and member-experience metrics
- Own the Service analytics roadmap and prioritize work by value, risk and reuse
- Build dashboards, scorecards and enterprise reporting for the Service organization
- Partner with Data Engineering on semantic models and governed reporting assets
- Provide hands-on review of SQL, Python and Databricks notebook logic written by analysts
- Apply CX and call-center data (CSAT, NPS, contact drivers) to find trends and risks
- Partner with Data Science and AI teams on advanced analytics and agentic AI use cases
- Manage, hire, coach and develop a team of analysts
What they’re looking for
- 10+ years of progressive experience in analytics, BI, reporting or data science
- 5+ years leading analytics, BI or reporting teams
- Hands-on fluency in SQL, Python and Databricks notebooks
- Experience with CX/VoC platforms such as Qualtrics
- Working knowledge of Databricks lakehouse architecture and governed BI reporting
- Bachelor's degree in a related quantitative or business field
Nice to have
- Master's degree
- Experience in healthcare, financial services, benefits administration or contact center operations
- Experience leading analytics transformation or semantic model adoption
What’s on offer
- $138,000-$182,000 base salary
- Performance-based incentives and restricted stock units
- Medical, dental and vision coverage with HSA contribution/match
- Dependent care FSA match
- Uncapped paid time off
- Paid parental leave
- 401(k) match
- Tuition assistance and gym/fitness reimbursement
Questions about this role
Is this role remote?
Yes, it is a fully remote position in the US.
How much does it pay?
The posted base salary range is $138,000-$182,000 per year.
How many years of experience do I need?
10+ years of analytics/BI/reporting experience, including 5+ years leading a team.
Do I need a degree?
A bachelor's degree is required; a master's is preferred.
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