The opportunity
Brex is the intelligent finance platform that enables companies to spend smarter and move faster in more than 200 markets. By combining global corporate cards and banking with intuitive spend management, bill pay, and travel software, Brex enables founders and finance teams to…
What you'll do
Lead the CX Strategy team, setting direction, developing team members, and: aligning priorities to CX and company goals.
Collaborate with CX leaders to drive performance metrics: resolution rate, CSAT, quality, resolution time, escalation rates, etc. Monitor the results and drive improvement when targets aren’t met.
Own the CX AI roadmap from opportunity discovery through implementation: prioritize where AI can improve efficiency and customer experience, and sequence investments that compound over time.
Collaborate with Systems and Engineering to drive CX AI performance: instruction set optimization, channel expansion (chat, voice, email), containment quality, and escalation handling, etc.
Define the standard for what an AI-augmented CX team looks like at Brex: how AI agents and human operators divide and conquer, where handoffs happen, and how to maintain customer experience quality as automation scales.
Own the development and deployment of internal AI tools that make Brex’s CX: team faster, more accurate, and more consistent — including agent-assist tooling, real-time guidance systems, QA automation, and workflow-level automations.
What they're looking for
- Partner with Engineering, Data, and Product Ops to build and maintain the AI: infrastructure underneath these tools — knowledge reliability, shared workflows, and feedback loops that improve both customer-facing and internal AI systems over time.
- Measure internal AI adoption and impact: track agent productivity, time-to-resolution improvements, QA automation rates, and coaching effectiveness. Close the loop between data and iteration.
- Partner cross-functionally with CX Leadership, Strategy & Enablement,: Product, Engineering, and Data to scope, build, and launch AI improvements. Represent CX in EPD conversations with a point of view grounded in customer outcomes and operational metrics.
- Drive internal AI adoption: ensure the CX team is equipped with the training, workflows, and confidence to work alongside AI effectively.
