Lead the development and execution of a company-wide customer experience strategy, driving operational excellence across multiple branches and functions.
Responsibilities
Develop and implement a company-wide customer experience strategy aligned with business objectives
Standardize customer experience expectations across branches and business units
Build scalable service playbooks, escalation processes, and customer ownership standards
Drive consistency in responsiveness, communication, issue resolution, and service recovery
Establish customer experience initiatives that support long-term customer retention and trust
A hands-on data science leadership role focused on developing and deploying machine learning, generative AI, and advanced analytics solutions to address Commercial and Medical business challenges.
Responsibilities
Serve as a hands-on data science practitioner, actively developing models, writing code, conducting exploratory data analysis, engineering features, and supporting deployment of AI/ML solutions.
Develop, validate, and deploy machine learning, generative AI, and advanced analytics solutions to address Commercial and Medical business challenges.
Translate complex business problems into well-defined data science use cases, technical requirements, analytical approaches, and implementation plans.
Build, evaluate, and monitor analytical models and data pipelines, ensuring reproducibility, scalability, explainability, and alignment with CSL data governance standards.
Support the design and implementation of generative AI and LLM-based solutions, including retrieval-augmented generation, knowledge mining, conversational analytics, and agentic workflows.
Requirements
Bachelor’s degree in data science, AI, Computer Science, Statistics, Applied Mathematics, or a related quantitative discipline
Specialist in Accounts Payable and Invoice Processing, responsible for vendor reconciliations, invoice matching, and continuous improvement initiatives.
Responsibilities
Perform vendor reconciliations and review Statement of Accounts of vendors to ensure invoices are matched and cleared in Accounts payable ledger
Review supplier, broker, and office emails daily to identify required actions, missing documents, or payment concerns
Ageing Report review
Validate balances, identify discrepancies, and determine required actions
Follow up on outstanding issues to maintain alignment between vendor statements and internal records
Responsible for end‑to‑end accounts payable processes, including invoice processing, vendor reconciliation, and process improvement within the country.
Responsibilities
Calculating, posting business transactions, processing invoices, verifying financial data for accounts payable records
Process invoices with PO / Non‑PO
Review invoices and requisitions for payment approval
Ensure quality of AP processes, handling non‑compliant and non‑standard processes within the country
Verify and calculate all extensions and totals on invoices, including discounts
Develop and execute Customer Relationship Management (CRM) strategies that enhance customer retention, loyalty, and engagement through data-driven campaigns, customer journey optimization, and personalized communications that support business growth objectives.
Responsibilities
Lead process optimization initiatives and system enhancements to improve customer experience and operational efficiency.
Design and develop customized reports, dashboards, and tracking tools to provide performance visibility and support data-driven decision-making.
Collaborate with cross-functional stakeholders to identify, resolve, and prevent customer experience issues, driving customer satisfaction and retention.
Generate ad hoc and recurring CRM reports and insights to support business objectives and program delivery.
Monitor Customer Satisfaction (CSAT) performance, identify improvement opportunities, and drive initiatives to achieve organizational targets.
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.
Compensation
Salary Range $137500.00 To $182000.00 / year
Responsibilities
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.
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