Head of Customer Experience
Description
Who We Are:
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.
Our customer experience team delivers the best in class insurance, travel and assistance experience to hundreds of thousands of customers traveling domestically and internationally. Faye’s CX has been recognized as providing the highest rated experience in our industry, an advantage we wish to expand even further, leveraging technology to enable scalable operations globally.
What We’re Looking For:
Faye is seeking a visionary Head of Customer Experience to architect and drive the scaling of our CX operations. You will be responsible for optimizing and driving the efficiency of our metrics and strategy to support rapid growth. With a deep understanding of customer behavior and how large-scale CX teams operate, you’ll guide us in delivering exceptional experiences at scale while championing the voice of the customer across the organization. This is a key role for someone ready to shape the future of CX at Faye. This position is located in our Richmond, Virginia office in a hybrid model.
Responsibilities
Global Leadership & Team Growth:
- 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.
- Travel to TLV offices up to 4x a year to strengthen relationships and ensure seamless team alignment.
Customer Experience Strategy:
- 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.
Expansion of Team Expertise and Responsibilities:
- 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.
Tech & Data-Driven Leadership:
- 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.
Qualifications
- 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.
- Native-level English fluency required; experience managing English-speaking teams.
- 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.
- Startup experience is highly preferred; experience in industries like insurtech, travel, or fintech is a big plus.
- Familiarity with American culture and customer expectations is a big plus.
