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Faye · 4 months ago

Head of Customer Experience

Richmond, VA

Full-time

Hybrid

Director/Executive

7+ years exp

Faye is an award-winning travel platform redefining travel protection for U.S. travelers. They are seeking a visionary Head of Customer Experience to optimize and drive the efficiency of their CX operations, ensuring exceptional experiences while championing the voice of the customer across the organization.

FinTechHospitalityInsuranceInsurTechPredictive AnalyticsTransportationTravel

Responsibilities

Lead, mentor, and develop a high-performing global team of Customer Experience Specialists based in Tel Aviv and Richmond, Virginia

Set clear goals, foster continuous improvement, and ensure alignment with company objectives

Be a hands-on leader, guiding the team through complex customer scenarios

Refine and elevate an omni-channel CX strategy that delivers seamless interactions across all touch points

Optimize workflows to boost efficiency, meet SLAs and department goals

Collaborate with cross-functional teams, primarily claims experience and product, to ensure a consistent and excellent end-to-end customer journey

Pioneer the expansion of our team's expertise from insurance to comprehensive travel and financial assistance, empowering them to provide end-to-end support across evolving product lines

Monitor and act on CX metrics to keep Faye as the highest-rated travel insurance in the U.S

Leverage tech and data insights to enhance operations and scale effectively

Partner with Product and Tech teams to drive innovations and constantly improve customer loyalty

Qualification

Customer Experience StrategyData-driven LeadershipLarge-scale CX OperationsTech Solutions ImplementationTeam Scaling ExperienceProactive LeadershipCustomer Behavior UnderstandingContinuous Improvement CommitmentStartup ExperienceCommunication

Required

7+ years of experience leading large-scale CX or call center operations, with expertise in omni-channel B2C environments

Proven track record of scaling teams (50-100+ reps) 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

Data-driven mindset, with the ability to implement tech solutions that scale CX

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