Head of Customer Experience - Remote

Overview

Faye is seeking a visionary Head of Customer Experience to architect and drive the scaling of our CX operations, optimizing metrics and strategy to support rapid growth.

In Short

• Lead and develop a global team of Customer Experience Specialists.
• Set clear goals and ensure alignment with company objectives.
• Refine and elevate an omni-channel CX strategy.
• Optimize workflows to boost efficiency and meet department goals.
• Pioneer the expansion of team expertise in travel and financial assistance.
• Monitor CX metrics to maintain high ratings.
• Leverage tech and data insights to enhance operations.
• Collaborate with cross-functional teams for a consistent customer journey.
• Travel to Richmond offices to strengthen team alignment.
• Manage flexible time zones for urgent customer issues.

Requirements

• 7+ years of experience in large-scale CX or call center operations.
• Proven track record of scaling teams and managing global operations.
• Native-level English fluency required.
• Experience in developing long-term customer experience strategies.
• Data-driven mindset with tech solution implementation skills.
• Excellent communication skills and proactive leadership style.
• Startup experience preferred; insurtech, travel, or fintech experience is a plus.
• Familiarity with American culture and customer expectations is a plus.

Benefits

• Opportunity to shape the future of CX at Faye.
• Work with a high-performing global team.
• Engage in continuous improvement initiatives.
• Be part of a pioneering company in travel insurance.
• Flexible working environment with remote options.