Head of CX Strategy & Enablement
Withfaye, Richmond, VA, United States
Faye is the first-ever digital, consumer-centric travel insurance for Americans with a product redefining travel coverage and care, taking it from a forgettable add-on to a must-have advantage that enhances the entire trip experience. Faye’s whole-trip protection, coupled with its proprietary technology, enables 24/7 immediate assistance, claims processing and reimbursements anywhere in the world, setting a new standard and over-delivering in an industry synonymous with doing the opposite.
What We’re Looking For
We are seeking a visionary lead to redefine the strategy and direction of our customer-facing functions. The
Head of Customer Experience Strategy & Enablement
position is not just about managing current operations, but about architecting a technology-driven organization that anticipates the needs of 2027 and beyond. You will oversee the evolution of customer support through the lens of AI integration while maintaining the high-touch, critical care required for complex medical and travel cases.
Responsibilities
Innovative Strategy:
Lead the transition from traditional CX models to an AI-first approach that transforms how we interact with customers.
Operational Excellence:
Manage a dual-layer workforce consisting of human team leaders and virtual/AI agents.
Complex Logistics Management:
Ensure seamless CX delivery within our unique space, including handling complex medical evacuations.
Cross-Functional Collaboration:
Bridge the gap between Customer Experience and the Claims department to ensure smooth hand-offs.
Tooling & Discipline:
Ground futuristic strategies in existing disciplines while identifying and implementing the next generation of CX tools.
Requirements
Local to Richmond, Virginia and able to work in-office with hybrid flexibility.
5+ years of experience leading large-scale CX, claims or call center operations, with expertise in omni-channel B2C environments.
Proven track record of leveraging automation/AI, scaling teams and managing global operations with a tech-driven approach.
Extensive experience in developing long-term customer experience strategies and a proven track record of improving efficiency through metrics.
Qualifications
Data-driven mindset, with experience implementing tech solutions that scale CX and/or claims operations.
Ability to manage flexible time zones and remain available to address urgent customer issues during non-standard hours when needed.
Excellent communication skills, a proactive leadership style, and a deep understanding of customer behavior, expectations, and satisfaction drivers, with a passion for customer service and a commitment to continuous improvement.
Startup experience is highly preferred; experience in industries like insurtech, travel, or fintech is a big plus.
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What We’re Looking For
We are seeking a visionary lead to redefine the strategy and direction of our customer-facing functions. The
Head of Customer Experience Strategy & Enablement
position is not just about managing current operations, but about architecting a technology-driven organization that anticipates the needs of 2027 and beyond. You will oversee the evolution of customer support through the lens of AI integration while maintaining the high-touch, critical care required for complex medical and travel cases.
Responsibilities
Innovative Strategy:
Lead the transition from traditional CX models to an AI-first approach that transforms how we interact with customers.
Operational Excellence:
Manage a dual-layer workforce consisting of human team leaders and virtual/AI agents.
Complex Logistics Management:
Ensure seamless CX delivery within our unique space, including handling complex medical evacuations.
Cross-Functional Collaboration:
Bridge the gap between Customer Experience and the Claims department to ensure smooth hand-offs.
Tooling & Discipline:
Ground futuristic strategies in existing disciplines while identifying and implementing the next generation of CX tools.
Requirements
Local to Richmond, Virginia and able to work in-office with hybrid flexibility.
5+ years of experience leading large-scale CX, claims or call center operations, with expertise in omni-channel B2C environments.
Proven track record of leveraging automation/AI, scaling teams and managing global operations with a tech-driven approach.
Extensive experience in developing long-term customer experience strategies and a proven track record of improving efficiency through metrics.
Qualifications
Data-driven mindset, with experience implementing tech solutions that scale CX and/or claims operations.
Ability to manage flexible time zones and remain available to address urgent customer issues during non-standard hours when needed.
Excellent communication skills, a proactive leadership style, and a deep understanding of customer behavior, expectations, and satisfaction drivers, with a passion for customer service and a commitment to continuous improvement.
Startup experience is highly preferred; experience in industries like insurtech, travel, or fintech is a big plus.
#J-18808-Ljbffr