AI Lead - Customer Experience

We're putting together a talented team to build the #1 training platform for Runners

We help everyday runners become outstanding by providing world-class training, coaching and community for everyone, whether you're improving your 5k time or training for your first marathon. To date we have built iOS, Android and Apple watch apps that help people achieve their goals by coaching them through the full journey and syncing to their favourite fitness devices.

We’re growing extremely fast! in November 2023 we closed a $6.5M funding round led by JamJar with participation from Eka Ventures, Venrex and Creator Ventures. In 2024, we were selected by Apple as one of three global finalists for the 2024 iPhone App of the Year, reflecting the innovation and impact of what we’ve built & now in 2025 we have just been acquired by Strava! 🤯 🎉

We want to grow as fast as we can into the future and are looking for individuals who will help us get there. Our aim is to reach millions of subscribers and be the go-to training platform for any runner. Now is a magical time to join and with our recent acquisition it makes the journey even more exciting! 🚀

🚀 What you’ll be doing

As our first AI Lead - CX, you’ll be responsible for driving the strategy, execution and ongoing improvement of all things AI, automation and self-serve within Customer Experience. You'll 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. You’ll 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. You’ll dig into customer conversation data to identify contact drivers (e.g., identifying top inbound categories and audiences) and lead strategies to reduce these. You’ll review the most common questions and automate these within Intercom, in collaboration with our product and tech teams. You’ll analyze key conversation data to prioritize and optimize AI initiatives for impact.
• Define and track AI metrics. You’ll 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. You’ll 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. You’ll prioritize where automation can improve efficiency and experience, and work with the broader CX team, Product, and Engineering to deliver it. You’ll be at the forefront of leveraging AI for a stronger CX team.
• Operationalize AI tooling across the CX org. You’ll design and deploy internal and external tools (e.g., Intercom’s 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. You’ll 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. You’ll 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. You’ll 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 experience we’re looking for

• You have 4+ 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 have proven success owning and executing AI or automation initiatives within a support environment — from opportunity analysis through rollout and iteration with measurable results.
• You have a strong technical fluency with 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 have experience implementing self-serve systems, including help center content, bot workflows, and trigger-based automations.
• You have a sharp analytical mind — you're excited by digging into inbound trends, tagging, and AI performance metrics, and turning raw insights into smart solutions.
• You have exceptional written and verbal communication skills, with the ability to clearly articulate strategy, persuade stakeholders, and write with simplicity and clarity.
• You have a proven track record of cross-functional collaboration, working across CX, Product, Engineering, and Content teams to drive customer-centric improvements.
• You have a strong sense of ownership — you're 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, DeepLearning.AI, or OpenAI
• Have proficiency in programming languages such as Python, R, or Java
• Have an interest or background in fitness, running or health
• Are capable of rolling up your sleeves and speaking to Customers on the frontline to lead by example

Benefits

Benefits and options

We offer a salary of £55,000-£65,000 per year depending on experience plus equity in the form of Strava stock options. Overview of our benefits is below:

We’re 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 2–3 days a week together in our Vauxhall office
• 25 days holiday, plus bank holidays (which you can take whenever suits you)
• 🎉 Generous equity in the form of Strava RSU’s!
• 📱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!
• 🤑 We’ll give you a voucher to spend on our website so you can buy yourself new Runna kit (and will renew this every year on your work anniversary)
• 🏥 Private health insurance with Bupa and workplace pension scheme
• 💖 Modern Health ia 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

Interview Process

Our aim is to keep the interview process as straightforward and enjoyable as possible, and will consist of the following stages:

1. Introductory chat with Emily C, Talent Lead (25-minute video call)
2. First round interview with Emily N, GTM Lead (30 minutes, video interview)
3. Take Home Task
4. Second round interview with Emily N and Josh (COO) or Dom (CEO) (60 minutes video call)
5. Final round / office visit with Zac (Senior Customer Experience Manager), Sina (Head of CX), and/or Walter (CTO) (in-person ~1hr 30mins)

Once the process is finished, we promise to let you know our decision as soon as possible.

Still have questions? Check out our Careers Page and FAQ.