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We are seeking a visionary lead to redefine the strategy and direction of our customer-facing functions. The Head of Customer Experience Strategy & Enablement position is not just about managing current operations, but about architecting a technology-driven organization that anticipates the needs of 2027 and beyond. You will oversee the evolution of customer support through the lens of AI integration while maintaining the high-touch, critical care required for complex medical and travel cases.
Responsibilities:
Innovative Strategy: Lead the transition from traditional CX models to an AI-first approach that transforms how we interact with customers.
Operational Excellence: Manage a dual-layer workforce consisting of human team leaders and virtual/AI agents.
Complex Logistics Management: Ensure seamless CX delivery within our unique space, including handling complex medical evacuations.
Cross-Functional Collaboration: Bridge the gap between Customer Experience and the Claims department to ensure smooth hand-offs.
Tooling & Discipline: Ground futuristic strategies in existing disciplines while identifying and implementing the next generation of CX tools.