Head of AI-First CX & Trust

HousingAnywhere Group

Rotterdam

Hybrid

EUR 120,000 - 180,000

Full time

8 days ago

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Benefits offered by this job

Unlimited holidays

Rotterdam office

Hybrid (2 office days)

Remote up to 2 months/yr

Commuting covered

Laptop & setup

Gym discount

Dutch/English classes

International community

Pet-friendly office

Team events

Job summary

HousingAnywhere Group is seeking a Head of Customer Experience & Trust to lead a multi-site support and trust organisation across Rotterdam and Cergy. You will own tenant experience, from content and policies to AI-driven service delivery, with a strong focus on safeguarding and quality.

The role combines people leadership with strategic policy execution. You will steer AI-enabled customer journeys, set resolution targets, manage capacity for peak seasons, and collaborate with Legal, Product,

Qualifications

5+ years in customer operations or similar leadership roles.
Experience leading multi-site or multi-team support organisations.
Proven ability to deploy AI-enabled support in production.

Responsibilities

Lead AI-first support and report on automation adoption, CSAT and SLAs.
Define rules for AI agent resolution and handover to humans; align with policies.
Redesign CS structure to leverage AI, train and supervise AI, standardise processes across sites.
Own T&Cs and service policies with Legal; translate into user content and AI rules.
Plan capacity for seasonal peaks, manage BPO partners with clear SLAs and costs.