Overview

Join to apply for the AI Solutions Lead role at Runna.

We’re building the #1 training platform for runners, providing world-class training, coaching and community for everyone, whether you’re improving your 5k time or training for your first marathon. With recent milestones and growth, this is an exciting time to join as we accelerate our journey.

What Youll 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, proactively resolve issues, simplify support workflows, and drive impact across the business. You’ll work cross-functionally to improve our customer support and help users get better answers quicker, while building a best-in-class AI-leading CX team.

• Use data to guide decision-making: identify contact drivers, automate common questions, and optimize AI initiatives for impact.
• Define and track AI metrics: establish KPIs around productivity, quality, coaching, and impact; review and communicate results across CX, Product, and leadership.
• Own our AI roadmap from opportunity discovery through implementation and iteration.
• Operationalize AI tooling across the CX org to improve response times and self-service at scale.
• Collaborate cross-functionally with Content, Product, CRM, CX leaders, and Tech to ensure content is updated and AI solutions are integrated.
• Stay ahead by piloting emerging AI tools and maintaining high standards of empathy and quality.
• Champion internal adoption by equipping teams with tools and training for automation.

Requirements

What Youll Bring To The Team:

• 4+ years of experience in product, product operations, strategy consulting, or engineering with a focus on AI tooling; experience in fast-paced startups or scale-ups is a plus.
• Proven success owning and executing AI or automation initiatives within a support environment with measurable results.
• Strong technical fluency with AI-enabled CX tools (e.g., Intercom Fin AI, Zendesk AI, Zapier); ability to partner with engineering, product, or data teams to scale automation; experience implementing self-serve systems including help center content, bot workflows, and trigger-based automations.
• Analytical mindset: ability to analyze trends, tagging, and AI performance metrics to derive smart solutions.
• Excellent written and verbal communication skills; ability to articulate strategy and persuade stakeholders.
• Proven cross-functional collaboration across CX, Product, Engineering, and Content teams.
• Strong sense of ownership and ability to lead independently in a fast-moving environment.

Bonus points If You:

• Understand ML, deep learning, and AI techniques or have worked on complex AI/LLM-based systems.
• Experience in customer service or support environments.
• AI coursework or certifications (ML, NLP, prompt engineering) from formal education or platforms.
• Proficiency in Python, R, or Java.

Benefits

Salary and Benefits

Salary £55,000-£65,000 per year, plus participation in Strava’s long-term incentive programs. Benefits overview below (UK):

• Flexible working; typically 2-3 days per week in our Vauxhall office
• 25 days holiday plus bank holidays
• Runna subscriptions for you and up to 5 friends
• Strava membership
• Headspace membership
• Annual gear/gym budget and Runna kit voucher
• Private health insurance with Bupa and workplace pension
• Modern Health for mental wellness; Carrot fertility support

For more information on benefits, see our Benefits page.

How To Apply

Please apply through the Workable career hub. We are unable to accept applications outside of Workable. If you have questions regarding your status, please email us.

Our Interview Process

We aim to keep the process straightforward and enjoyable. Stages include:

• Introductory chat with Talent Lead (25-minute video)
• First round interview (30 minutes, video)
• Take Home Task
• Second round interview (60 minutes, video)
• Final round/onsite visit (in-person ~1h30m)

Please let us know if we can accommodate you during the interview process.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Contract
• Job function: Sales and Business Development
• Industries: Strategic Management Services

Note: This job posting is for Runna in London, England, United Kingdom.