Back
Head of CX Automation & AI
Full-time
Holafly is a high-growth scale-up revolutionising how travellers connect abroad with eSIM solutions. As the Head of CX Automation & AI, you will own and scale the comprehensive AI and automation strategy across the CX landscape, refining current infrastructures while embedding AI into internal processes and customer journeys, and lead a dedicated analytical team.
Key Responsibilities
Own and scale Holafly's AI and automation strategy across customer-facing and agent-facing experiences.
Lead the team's roadmap and grow an elite AI & Automation team, raising the bar in engineering practices and automation architecture.
Architect and refine the CX automation infrastructure, from chatbot and CX platform to agent-facing tools (agent assist, QA automation).
Track and act on CX and automation metrics (containment, deflection, escalation, FCR, CSAT, intent recognition accuracy).
Establish AI governance frameworks aligned with data privacy and the EU AI Act, and own vendor relationships.
Qualifications
Proven track record defining, deploying, and scaling LLM, chatbot, and AI-driven automation projects in live production.
Experience leading and upskilling technical teams.
Deep technical mastery of NLP, prompt engineering, complex data workflows, and conversational architecture.
Experience managing technology vendor relationships and commercial negotiations.
