CX Automation & AI Leader — Remote & Flexible Hours

Holafly; United Kingdom; Remote; GBP 120,000 - 200,000; Full time

Benefits offered by this job

100% remote

Flexible hours

Global impact

Job summary

Holafly is seeking a Head of CX Automation & AI to own and scale the end-to-end AI and automation strategy across the customer experience landscape. You will lead a dedicated team, elevate automation, and embed AI into journeys for millions of travelers worldwide.

You will define governance, manage vendor relationships, and ensure reliable, privacy‑aware AI outcomes while driving measurable CX improvements such as containment, FCR, and CSAT.

Qualifications

• Proven track record defining, deploying, and scaling LLM and AI-driven automation in live CX.
• Experience building and coaching technical teams to higher engineering standards.
• Deep knowledge of NLP, prompt engineering, data workflows, and conversational architectures.

Responsibilities

• Own and scale the CX AI and automation strategy across customer journeys.
• Lead and grow an elite AI & Automation team, collaborating with product and IT.
• Architect and refine CX automation infrastructure, including bots and agent tools.
• Track CX metrics (CCR, deflection, FCR, CSAT) and drive containment-driven savings.
• Establish AI governance aligned with privacy laws and international baselines.
• Manage CX platform and AI vendor relationships; oversee contracts and roadmaps.
• Act as a hands-on AI advisor for cross-functional initiatives and self-service projects.

Skills

Team leadership

AI strategy

NLP & ML

Vendor management

Data governance

Job description

Holafly is seeking a Head of CX Automation & AI to own and scale the end-to-end AI and automation strategy across the customer experience landscape. You will lead a dedicated team, elevate automation, and embed AI into journeys for millions of travelers worldwide.

You will define governance, manage vendor relationships, and ensure reliable, privacy‑aware AI outcomes while driving measurable CX improvements such as containment, FCR, and CSAT.