Business Experience Manager

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

How you can make a difference

The Business Experience Manager is responsible for ensuring assigned Service and Operations teams are informed, prepared, and enabled for operational and process changes aligned to the Product Development Lifecycle (PDLC). This role plans, coordinates, and executes change readiness activities for assigned groups, including stakeholder identification and engagement, communication planning and delivery, and reinforcement activities to support adoption. The Business Experience Manager partners with cross-functional stakeholders to ensure business participation in User Acceptance Testing (UAT), including planning, coordination, and readiness support for impacted teams. The role also coordinates enablement deliverables such as office hours, training sessions, and knowledge base content updates to ensure impacted teammates have the information and training needed to support clients and members.

Reporting Structure and Work Setting:

The Business Experience Manager typically reports to Director, Business Experience

This role typically performs remote.

Essential Duties and Primary Responsibilities:

Lead business readiness and enablement activities aligned to the PDLC, ensuring internal service and operations teams are informed, prepared, and enabled for upcoming changes.

• Maintain and update the project readiness plan / project tracker and drive open items to completion; monitor milestones, dependencies, and deliverables and escalate blockers as needed.

• Define and execute the internal communication strategy and cadence for assigned initiatives, including high-priority change communications, stakeholder updates, and meeting communications.

• Create, edit, and publish enablement and communication content across approved internal channels (e.g., intranet, direct-message platforms, knowledge base, and operational forums), partnering with content owners to validate accuracy and maintain updates.

• Identify, document, and communicate project risks and key concerns; drive stakeholder alignment on mitigation strategies and follow-through

• Drive stakeholder engagement throughout the change lifecycle, including identification, alignment, and signoff needs in partnership with Product and business leaders.

• Project manage business UAT readiness and execution in partnership with the Experience Analyst, including tester readiness, business test case planning, issue triage/escalation coordination, and supporting go/no-go decisioning.

• Coordinate and support the completion of change management activities for the initiative, ensuring readiness deliverables (communications, training, documentation) are completed prior to go-live.

• Partner with support teams such as Business Solutions, Learning and Workforce Management to plan and deliver training and reinforcement activities (trainings, office hours, education series), and support measurement of training/enablement effectiveness to inform continuous improvement.

• Support adoption and post-launch activities by gathering feedback, assisting with post-delivery metrics tracking, and coordinating warranty/support readiness and BAU transition alignment.

Additional Duties and Responsibilities:

• Other duties as assigned.

Qualifications:

Education and Experience:

• Typically requires 3-5 years of related experience with a bachelor's degree; or equivalent work experience.

• Formalized education or training in project management practices, theories, and processes is preferred. Formalized Project Management methodology and certification are desired.

• The ability to coordinate, plan, document and manage a project of moderate complexity as described, as normally obtained through three to five years of experience in a customer or internal client-facing project management role. Experience working for a fast-paced/service-driven company preferred.

• MS Office specifically Excel and PowerPoint experience required.

• SharePoint creation and administration preferred.

• CAPM certification preferred.

Specialized Knowledge, Skills, and Abilities:

• Proficient and articulate in written and oral communication, particularly in providing detailed processes and procedures and presenting to all levels within the company (end users to XLT)

• Strong written communication skills required

• Strong presentation skills in multiple technology tools.

• General data analytics and translation to business owners.

• Project management experience with acute sense of time management for self and team. Holding all accountable to meeting or exceeding deadlines.

• Exceptionally proactive and meet tight deadlines

• Ability to context switch between various task and knowledge.

• Demonstrate tolerance of ambiguity and self-motivation

• Must be able to interpret a variety of instructions related to all job duties.

Physical/Mental Requirements and Demands:

• Work requires normal range of hearing, vision and verbal communication skills, with or without a reasonable accommodation.

• Must be able to use a telephone or headset equipment and operate a keyboard and other office equipment, with or without reasonable accommodation.

• Must be able to spend prolonged periods of each workday on the phone

• The ability to perform work at a computer station for 6-8+ hours a day and function in an environment with frequent interruptions is required.

• At times, subject to sitting for prolonged periods.

• Must be able to lift and move material weighing up to 20lbs

• May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.

Travel Requirements and Conditions:

• Infrequent travel may be required.

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

Onboarding & Travel

This is a remote role, with an in-person onboarding training component. New team members must participate in Trailhead, HealthEquity's immersive onboarding experience Trailhead is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.

This role may begin with a virtual, self-paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.

HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process.

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.

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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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