Faye, a leading digital travel insurance provider, is looking for a Head of Customer Experience to scale and optimize our global operations. This key role combines strategic leadership, operational excellence, and a customer-first approach to redefine how we deliver world-class experiences.
Responsibilities
Global Leadership:
- Lead, mentor, and develop a high-performing CX team across Richmond, VA, and Tel Aviv.
- Set clear goals, foster continuous improvement, and ensure alignment with company objectives.
- Act as a hands-on leader, supporting the team through complex customer scenarios.
- Travel to Tel Aviv (up to 4x/year) to strengthen relationships and ensure seamless collaboration.
Customer Experience Strategy:
- Design and implement an omni-channel CX strategy for seamless interactions across touchpoints.
- Optimize workflows to improve efficiency, meet SLAs, and support rapid growth.
- Collaborate with claims, product, and other teams to ensure an exceptional customer journey.
Team Expansion & Expertise:
- Expand team capabilities from insurance to comprehensive travel and financial assistance, delivering end-to-end support for evolving product lines.
Tech & Data Leadership:
- Monitor and act on CX metrics to maintain Faye's top-rated industry status.
- Leverage data and technology to scale operations and enhance customer loyalty.
- Drive innovation by partnering with product and tech teams.
Qualifications
- 7+ years in CX leadership (50-100+ reps), scaling teams and managing global operations.
- Strong expertise in omni-channel B2C environments with a tech-driven approach.
- Data-driven mindset with experience implementing scalable tech solutions.
- Proven track record in long-term CX strategy and efficiency improvements.
- Startup or industry experience (insurtech, travel, fintech) preferred.
- Native-level English fluency; familiarity with U.S. customer expectations is a plus.
Join us to set a new standard in travel insurance and customer experience.