AI Lead - Customer Experience
AI Lead - Customer Experience
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Were putting together a talented team to build the #1 training platform for Runners
We help everyday runners become outstanding by building an incredible app providing world-class training coaching and community for everyone whether youre improving your 5k time or training for your first marathon.
Were growing extremely fast! In November2023we closed a $6.5M funding round led by JamJar with participation from Eka Ventures Venrex and Creator Ventures. In2024 we were selected by Apple as one of three global finalists for the2024 iPhone App of the Year reflecting the innovation and impact of what weve built & now in2025we have ****just been acquired byStrava!
Our ambition is huge: to become the go-to global leading training platform for millions of runners everywhere. Were growing with purpose and looking for people who want to build something meaningful with lasting impact. With the recent acquisition by Strava accelerating our journey now is a really magical time to join
What Youll Be Doing:
As our firstAI Lead - CX youll be responsible for driving the strategy execution and ongoing improvement of all things AI automation and self-serve within Customer Experience. Youll use AI to provide the best support to our customers and enable our customer experience teams to work more effectively proactive resolve customer issues simplify support workflows and drive impact across the business. Youll work cross-functionally to step change our customer support and help our users get better answers quicker all while building a best-in-class AI-leading CX team.
- Use data to guide decision-making.Youll dig into customer conversation data to identify contact drivers (e.g. identifying top inbound categories and audiences) and lead strategies to reduce these. Youll review the most common questions and automate these within Intercom in collaboration with our product and tech teams. Youll analyze key conversation data to prioritize and optimize AI initiatives for impact.
- Define and track AI metrics.Youll establish clear KPIs around AI success across productivity quality coaching and impact metrics. These include (but are not limited to) AI involvement rate AI resolution rate AI deflection rate AI CSAT AI quality assurance AI triaging quality assurance first response time resolution time etc. Youll be responsible for evaluating these metrics and drawing insights to iterate on goals processes and priorities as well as communicating these results / insights clearly across CX Product and company leadership.
- Own our AI roadmap from opportunity discovery through to implementation and iteration. Youll prioritize where automation can improve efficiency and experience and work with the broader CX team Product and Engineering to deliver it. Youll be at the forefront of leveraging AI for a stronger CX team.
- Operationalize AI tooling across the CX org.Youll design and deploy internal and external tools (e.g. Intercoms Fin AI Agent and Copilot) to improve response times increase self-service / knowledge transfer and boost team productivity in a scalable manner.
- Collaborate cross-functionally.Youll work closely with Content Product CRM and CX leaders to ensure help content is updated product gaps are flagged and the voice/tone stay aligned. Youll collaborate with Tech teams to build out and integrate bespoke AI solutions to help increase CX team productivity and decrease contact rate.
- Stay one step ahead.Youll monitor emerging AI and automation tools run pilots and keep us at the cutting edge of customer support innovation without compromising empathy or quality.
- Champion internal adoption.Act as an internal advocate for AI adoption equipping teams with the tools training and confidence to use automation effectively.
Requirements
What Youll Bring To The Team:
- You have4 years of experience in product product operations strategy consulting and/or engineering with a focus on AI tooling.Ideally you have experience with fast-paced startups or scale-ups as well.
- You haveproven success owning and executing AI or automation initiativeswithin a support environment from opportunity analysis through rollout and iteration with measurable results.
- You havea strong technical fluencywith AI-enabled CX tools like Intercom Fin Zendesk AI Zapier and can partner confidently with engineering product or data teams to make automation work at scale. You also haveexperience implementing self-serve systems including help center content bot workflows and trigger-based automations.
- You havea sharp analytical mind youre excited by digging into inbound trends tagging and AI performance metrics and turning raw insights into smart solutions.
- You haveexceptional written and verbal communication skills with the ability to clearly articulate strategy persuade stakeholders and write with simplicity and clarity.
- You havea proven track record of cross-functional collaboration working across CX Product Engineering and Content teams to drive customer-centric improvements.
- You havea strong sense of ownership youre comfortable being the go-to person for all things automation and can lead independently in a fast-moving environment.
Bonus points If You:
- Have a deep understanding of machine learning deep learning and other AI techniques or worked on complex AI or LLM-based systems in the past
- Have experience in customer service or support environments
- Have completed AI-related coursework or certifications such as machine learning natural language processing or prompt engineering either through formal education (e.g. university courses) or platforms like Coursera or OpenAI
- Have proficiency in programming languages such as Python R or Java
Benefits
Salary and Benefits
Were offering a salary of 55000-65000 per year depending on experience plus participation in Stravas long-term incentive (stock) programs. Overview of our benefits is below:
Were also committed to continually evolving our benefits to support you as we grow. Here is a brief overview what we currently offer in the UK
- Flexible working we typically spend 23 days a week together in our Vauxhall office
- 25 days holiday plus bank holidays (which you can take whenever suits you)
- Runna subscriptions for you and 5 of your friends(get ready to be your friends fave person or save them for xmas presents!)
- Strava membership!
- Headspace membership
- Money every year to spend on gear events and the gym!
- Well give you avoucherto spend on our website so you can buy yourself new Runna kit (and will renew this every year on your work anniversary)
- Private health insurancewith Bupa and workplacepensionscheme
- Modern Healthia a mental wellness platform and app that combines technology with professional support to improve mental well-being and reduce stress
- Carrot fertility support- this benefits provider can provide inclusive fertility hormonal health and family-forming benefits to our global employee population and takes the burden off what we know can be a stressful process.
Please see more info on our amazing benefits here:Benefits at Runna
Our Interview Process:
Our aim is to keep the interview process as straightforward and enjoyable as possible and will consist of the following stages:
- Introductory chatwith Emily C Talent Lead (25-minute video call)
- First round interviewwith Emily N GTM Lead (30 minutes video interview)
- Take Home Task
- Second round interview withEmily N and Josh (COO) or Dom (CEO) (60 minutes video call)
- Final round / office visitwith Zac (Senior Customer Experience Manager) Sina (Head of CX) and/or Walter (CTO) (in-person 1hr 30mins)
Please let us know if theres anything we can do to better accommodate you throughout the interview process - this can be from scheduling interviews around childcare commitments to accessibility requirements. We want you to show your best self in the process so please speak to your Talent Partner!
How to Apply:
Please apply throughthislink (this will take you to our Workable career hub).Please note we are unable to accept any applications outside of Workable. If you have any questions regarding the status of your application please email
Still have questions or want to know more Check out ourCareers Page
Employment Type
Full-Time
