Business Experience Analyst

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

How you can make a difference

The Experience Analyst will be responsible for evaluating, creating, and executing training and documentation for their assigned service area. The team member will need to have excellent communication skills to drive significant organizational change. This individual will need to be a recognized subject matter expert who can apply their knowledge to educate and drive appropriate change in their area. They will be responsible for documentation within their assigned space and ensuring the knowledge base and other materials are clear and actionable for the servicing teams. They will be responsible to drive process improvement within their assigned space and will need to have a high degree of autonomy in managing or supporting large projects that can be difficult, complex, and diverse in scope.

What you'll be doing

Create new and updated process/product solutions for appropriate service and operational teams according to departmental and corporate strategies.
• Responsible for the gathering, updating, and creating requirements and process documentation including functional requirements, business process requirements, technical design documentation for servicing and operations groups.
• Evaluates and perform gap analysis including deep dive into processes and mapping, anticipates requirements, uncovers areas for improvement.
• Gather team member and consumer insights relevant to the delivery of the service experience and share them with the appropriate individuals or teams to enhance the effectiveness and efficiency of the service delivery.
• Execute on opportunities identified for enhancing the customer experience, optimizing cost effectiveness, and creating competitive differentiation by designing and improving workflows.
• Creating and validating education/training bases on expertise and content.
• Responsible for creating and doing UAT test cases, including the requirements and conditions for servicing and operational teams
• Consistently and proactively reports updates to business leaders and project managers including progress, risks, and roadblocks.
• Consistently and proactively monitor performance guarantees throughout the year and notify leadership of any potential misses prior to the deadline allowing their teams to make adjustments that might help make the guarantees. similar activities.

What you will need to be successful

• Bachelor's in communication, technology, healthcare and/or equivalent work experience.
• 3+ years relatable professional experience including service, operational, finance, healthcare, or business analytics work.
• Proficiency with business and communications software; Outlook, Word, Excel, PowerPoint, and Visio is required.
• Formal writing experience is highly desired.
• Exceptional and articulate in written and oral communication, particularly in providing detailed processes and procedures while presenting to all levels within the company (end users to XLT)
• Understand trends, updates, new in the for internal and external service and consumer driven accounts ecosystem.
• Ability to think through new changes and help stakeholders consider needs and big picture impacts.
• Strong presentation skills in multiple technology tools
• Translate product to servicing speak
• General data analytics and business translation skills.
• Experience gathering and documenting business requirements.
• Experience creating and/or executing user acceptance test plans.
• Exceptionally proactive and meets tight deadlines.
• Ability to context switch between various task and knowledge.
• High tolerance of ambiguity while being self-motivated
• Must be able to interpret a variety of instructions related to all job duties.
• Knowledge of agile and SAFE preferred.

#LI-Remote

This is a remote position.

The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision

• HSA contribution and match

• Dependent care FSA match

• Full-time team members receive a minimum of 18 days of annual PTO and 13 paid holidays per year

• Paid parental leave

• 401(k) match

• Personal and healthcare financial literacy programs

• Ongoing education& tuition assistance

• Gym and fitness reimbursement

• Wellness program incentives

HealthEquity has a vision that by2030 we will make HSAs as wide-spread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

You belong at HealthEquity!

HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity - you feel welcome and included. We ensure equal opportunity for all applicants and employees without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity's applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

HealthEquity uses Microsoft Copilot to transcribe screening interviews between candidates and their direct Talent Partner for note taking and interview summaries. By scheduling a screening interview with us, you consent to Microsoft Copilot's AI technology recording and transcribing your interview with your Talent Partner. This information will be reviewed for accuracy and then used by HealthEquity to summarize the interview, ensure accuracy, and facilitate our hiring process. We take privacy seriously. You have the option to opt out. If you wish to opt out of this Microsoft Copilot transcription, please notify your Talent Partner in advance of the interview. If we do not receive an opt-out request from you, we will assume that you consent to the use of Microsoft Copilot.

At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together.

As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of our interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to HealthEquity.

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