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.