Head of Customer Experience Strategy

Job Summary

A company is looking for a Head of CX Strategy & Enablement.

Key Responsibilities

• Lead the transition to an AI-first customer experience model
• Manage a dual-layer workforce of human leaders and AI agents
• Ensure seamless customer experience delivery for complex logistics

Required Qualifications

• Local to Richmond, Virginia with hybrid work flexibility
• 5+ years of experience in large-scale CX or claims operations
• Proven track record in leveraging automation and managing global operations
• Experience in developing long-term customer experience strategies
• Startup experience preferred, especially in insurtech, travel, or fintech