Head of CX Strategy & Enablement (TLV)

<section class="show-more-less-html" data-max-lines="5"> <div class="show-more-less-html__markup show-more-less-html__markup--clamp-after-5 relative overflow-hidden"> <strong>Who We Are<br><br></strong>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&#x2019;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.<br><br><strong>Life at Faye<br><br></strong>At Faye, every day is a journey. Whether you&#x2019;re building the next generation of travel products, coding new solutions, or helping travelers navigate the unexpected, your work here has a real impact on <em>real</em> people. Our team is as diverse as the destinations our travelers explore&#x2013;made up of 62% women, 50% parents, and a few office pets. Since launching in 2022, we&#x2019;ve accomplished what others in the travel insurance industry only dream of&#x2013;and we&#x2019;re just getting started. At Faye, we believe in growing together, having fun along the way, and making every day count.<br><br><strong>What We&#x2019;re Looking For<br><br></strong><strong>&#xFEFF;</strong>We are seeking a visionary lead to redefine the strategy and direction of our customer-facing functions. The <strong>Head of Customer Experience Strategy &amp; Enablement</strong> 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.<br><br>Responsibilities:<br><br><ul><li>Innovative Strategy: Lead the transition from traditional CX models to an AI-first approach that transforms how we interact with customers.</li><li>Operational Excellence: Manage a dual-layer workforce consisting of human team leaders and virtual/AI agents.</li><li>Complex Logistics Management: Ensure seamless CX delivery within our unique space, including handling complex medical evacuations.</li><li>Cross-Functional Collaboration: Bridge the gap between Customer Experience and the Claims department to ensure smooth hand-offs.</li><li>Tooling &amp; Discipline: Ground futuristic strategies in existing disciplines while identifying and implementing the next generation of CX tools.<br><br></li></ul>Requirements:<br><br><ul><li>5+ years of experience leading large-scale CX, claims or call center operations, with expertise in omni-channel B2C environments.</li><li>Proven track record of leveraging automation/AI, scaling teams and managing global operations with a tech-driven approach.</li><li>Extensive experience in developing long-term customer experience strategies and a proven track record of improving efficiency through metrics.</li><li>Able to work in-office.<br><br></li></ul>Qualifications:<br><br><ul><li>Data-driven mindset, with experience implementing tech solutions that scale CX and/or claims operations.</li><li>Ability to manage flexible time zones and remain available to address urgent customer issues during non-standard hours when needed.</li><li>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.</li><li>Startup experience is highly preferred; experience in industries like insurtech, travel, or fintech is a big plus.</li></ul> </div>

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