At a Glance
- Tasks: Lead and scale AI and automation strategies for customer experience.
- Company: Holafly, a fast-growing tech company transforming global connectivity.
- Benefits: 100% remote work, flexible hours, and real ownership in your role.
- Other info: Opportunity to work in a vibrant, innovative environment with global impact.
- Why this job: Join a dynamic team and shape the future of travel connectivity with AI.
- Qualifications: Experience in AI-driven automation and leading technical teams.
The predicted salary is between 70000 - 90000 £ per year.
Company Overview Holafly is a high‑growth scale‑up revolutionising how businesses and travellers connect to the internet abroad.
Since 2018, we’ve empowered travellers in over 200 destinations worldwide with secure and reliable e SIM solutions.
With a team of 500+ professionals across multiple countries, we are scaling globally to support travellers with seamless, unlimited data connectivity.
We’re not just connecting people—we’re enabling freedom and peace of mind, ensuring our users stay connected from the second they land, wherever their journey takes them.
Key Responsibilities Own and scale Holafly's AI and automation strategy across the entire CX landscape, spanning both customer‑facing and agent‑facing experiences, identifying and prioritising high‑impact opportunities to embed conversational AI and automation into key user journeys, not limited to any single tool or channel.
Lead the team's roadmap and project planning, prioritising initiatives and resourcing; collaborate with Product and Project Managers when they lead specific initiatives that require this team's execution.
Lead and grow an elite AI & Automation team (currently (X people)), including working closely with the team's current manager as part of the broader team, building on the team's strengths, and 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 (e. g., agent assist, QA automation), ensuring frictionless, context‑rich handovers between bots and human agents.
Track and act on essential CX and automation metrics on a regular basis, including CCR (containment rate), deflection rate, escalation rate, FCR, CSAT, drop‑off rate, repeat contact rate, and intent recognition accuracy, combining quantitative interaction logs and qualitative Voice of Customer insights to proactively eliminate journey friction.
Report on cost‑per‑contact and containment‑driven savings as the business outcome of this work, alongside quality trade‑offs, to leadership.
Establish robust AI governance frameworks aligned with data privacy, responsible AI practices, and international regulatory baselines like the EU AI Act.
Own incident management across the CX automation stack, covering both technical issues (outages, bugs) and customer‑impacting incidents (e. g., problematic automated responses), ensuring fast triage, resolution, and clear communication.
Own the relationship with CX platform and AI technology providers, managing vendor performance, contract and commercial terms, product roadmap influence, and escalations, and evaluating vendor fit as the business evolves.
Act as a hands‑on AI advisor and stakeholder on self‑service and cross‑functional initiatives led by Product, IT, and Customer Journeys teams, ensuring AI strategy stays consistent and high‑quality across the entire CX ecosystem, even where execution sits outside this team.
Qualifications Proven track record of defining, deploying, and scaling sophisticated LLM, chatbot, and AI‑driven automation projects across a broad CX ecosystem, in live production environments.
Demonstrated experience leading and upskilling technical teams, someone who can coach and elevate capability, not just direct.
Deep technical mastery of NLP, prompt engineering, complex data workflows, and conversational architecture, with the ability to translate that expertise into practical guidance for the team.
Expertise in conversational platform optimisation, agent‑facing AI tools, and context‑driven human‑agent fallback loops.
Experience managing technology vendor relationships, including commercial negotiations and holding providers accountable to SLAs and roadmap commitments.
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.
Benefits & Perks 100% remote flexibility, open to candidates based in EMEA, Northern Europe, or Africa.
Flexible working hours that support work‑life balance and well‑being.
Real ownership and autonomy to shape the technical future of a global market leader. #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Head of CX Automation & AI in London
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Join professional bodies related to data science, like the Data Science Society or similar organisations. Getting involved can lead to mentorship opportunities and insider knowledge about full-time positions at companies like Holafly.
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We think you need these skills to ace Head of CX Automation & AI in London
Some tips for your application 🫡
Show Off Your Projects:In the world of data science, your projects can speak volumes about your skills. Make sure to showcase a few key projects in your CV or portfolio, especially those that highlight your ability to work with data sets, build models, or use relevant tools like Python, R, or SQL. Don’t forget to include links to any GitHub repositories if applicable!
Quantify Your Achievements:Employers love numbers! When drafting your CV, highlight your achievements with quantifiable results. For instance, mention how your data analysis led to a certain percentage increase in efficiency or revenue at a previous job or project. These details can really make your application pop!
Craft a Tailored Cover Letter:For a full-time role at Holafly, your cover letter should reflect your passion for data science and your excitement about the specific projects or values of the company. Dive into why you’re a good fit, how your skills align with their needs, and any unique perspectives you can bring to the team.
Stand Out with Relevant Courses and Certifications:Although experience talks, relevant courses or certifications can be your ticket to impressing hiring managers at Holafly. Mention any standout courses you've completed that equipped you with essential skills, such as machine learning certifications or data visualisation courses. This shows your commitment to continuously developing your skills in the field!
How to prepare for a job interview at Holafly
✨Brush Up on Your Statistics
For a data science role, we need to seriously sharpen our statistics skills. Get ready to tackle technical questions on probability distributions, hypothesis testing, and regression analysis. These are often the bread and butter of data science interviews, so don't just skim over them!
✨Showcase Your Projects
Prepare a killer portfolio showcasing your data science projects. We should include details about the datasets used, the tools and techniques applied, and the impact of your findings. If we can walk them through a particularly challenging project or a cool visualisation that had real-world implications, it’ll really make us stand out!
✨Get Comfortable with Python and R
Most data science positions require us to be proficient in programming languages like Python and R. We should practice common libraries like pandas, NumPy, and scikit-learn, and be ready for live coding exercises or algorithm questions. Showing off our coding chops can really impress the interviewers at Holafly!
✨Prepare for Case Studies
Expect to encounter real-world case studies during the interview. We might be asked how we’d approach a data problem or analyse a dataset to extract insights. It's essential to think out loud and demonstrate our problem-solving process so that the interviewer can see our logical thinking in action.
