Head of CX Automation & AI

Location: Fully remote; open to candidates based in EMEA, Northern Europe, or Africa, including Portugal, Ireland, Hungary, Poland, the United Kingdom, and Morocco.

Company

High-growth travel-tech scale-up providing secure eSIM connectivity to travellers in more than 200 destinations worldwide.

What you will do

• Own and scale the AI and automation strategy across customer-facing and agent-facing CX journeys.
• Lead roadmap planning, prioritization, resourcing, and execution with Product, IT, Project Managers, and Customer Journeys teams.
• Lead and develop the AI and Automation team while raising standards in engineering practices, automation architecture, and AI implementation.
• Architect CX automation infrastructure spanning chatbots, CX platforms, agent assist, and QA automation, with context-rich bot-to-human handovers.
• Track containment, deflection, escalation, FCR, CSAT, drop-off, repeat-contact, intent-recognition, cost-per-contact, and savings metrics.
• Establish AI governance, manage incidents and vendors, and advise on self-service and cross-functional AI initiatives.

Requirements

• Proven experience defining, deploying, and scaling sophisticated LLM, chatbot, and AI-driven automation projects in live production across a broad CX ecosystem.
• Experience leading and upskilling technical teams through coaching and capability development.
• Deep technical mastery of NLP, prompt engineering, complex data workflows, and conversational architecture.
• Expertise in conversational platform optimization, agent-facing AI tools, and context-driven human-agent fallback loops.
• Experience managing technology vendors, including commercial negotiations, SLA accountability, roadmap commitments, and escalations.

Nice to have

• Background in travel-tech, global mobility, or hyper-growth e-commerce.
• Familiarity with predictive analytics for intent recognition, churn modeling, and automated data tracking.
• Experience mentoring and upskilling technical talent into stronger engineering practice.

Culture & Benefits

• 100% remote flexibility for candidates based in EMEA, Northern Europe, or Africa.
• Flexible working hours supporting work-life balance and well-being.
• Ownership and autonomy to shape the technical direction of a global product.
• Work includes data privacy, responsible AI, and international regulatory alignment such as the EU AI Act.