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.

Faye

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Faye | Head of Customer Experience