Back
Head of CX Automation & AI
Full-time
Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad with secure eSIM solutions across 200+ destinations. As Head of CX Automation & AI, you will own and scale the AI and automation strategy across the CX landscape, leading a technical team to maximize automated resolution and drive global brand loyalty through superior customer satisfaction.
Key Responsibilities
Own and scale Holafly's AI and automation strategy across the entire CX landscape, spanning both customer-facing and agent-facing experiences.
Lead the team's roadmap and project planning, prioritizing initiatives and resourcing.
Lead and grow an elite AI & Automation team, raising the technical bar in engineering practices, automation architecture, and AI implementation.
Architect and continuously refine the CX automation infrastructure, from chatbot and CX platform to agent-facing tools, ensuring context-rich handovers between bots and human agents.
Track and act on essential CX and automation metrics including containment rate, deflection rate, escalation rate, FCR, CSAT, and intent recognition accuracy.
Report on cost-per-contact and containment-driven savings to leadership.
Establish robust AI governance frameworks aligned with data privacy, responsible AI practices, and regulations like the EU AI Act.
Own incident management across the CX automation stack, covering both technical and customer-impacting incidents.
Own the relationship with CX platform and AI technology providers, managing vendor performance and escalations.
Act as a hands-on AI advisor on self-service and cross-functional initiatives led by Product, IT, and Customer Journeys teams.
Qualifications
Proven track record defining, deploying, and scaling sophisticated LLM, chatbot, and AI-driven automation projects in live production environments.
Demonstrated experience leading and upskilling technical teams.
Deep technical mastery of NLP, prompt engineering, complex data workflows, and conversational AI.
