Overview

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

We’re building the #1 training platform for runners, offering world-class training, coaching and community for everyone. We’re growing rapidly and recently completed a funding round; in 2025 we were acquired by Strava. This is a pivotal time to join as we scale our AI-enabled CX capabilities.

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 CX teams to work more effectively, proactively resolve issues, simplify 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: analyze customer conversation data to identify contact drivers, automate common questions within Intercom in collaboration with Product and Tech, and prioritize AI initiatives for impact.
• Define and track AI metrics: establish KPIs around AI productivity, quality, coaching, deflection, CSAT, triaging quality, response and resolution times, and communicate results across CX, Product and leadership.
• Own the AI roadmap: identify opportunities, prioritize automation to improve efficiency and experience, and partner with CX, Product and Engineering to deliver.
• Operationalize AI tooling: design and deploy tools to improve response times, increase self-service, and boost productivity at scale.
• Collaborate cross-functionally: work with Content, Product, CRM, CX leaders, and Tech to update help content, flag product gaps, and integrate bespoke AI solutions.
• Stay ahead of AI trends: pilot new tools and maintain high standards of empathy and quality in customer support.
• Champion internal adoption: enable teams with tools, training, and confidence to use automation effectively.

Qualifications

What You’ll Bring To The Team

• 4+ years of experience in product, product operations, strategy consulting, and/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, Zendesk AI, Zapier) and ability to partner with engineering, product, or data teams to scale automation. Experience implementing self-serve systems (help centers, bot workflows, triggers).
• Sharp analytical mind: comfortable digging into inbound trends, tagging, and AI performance metrics; translate insights into smart solutions.
• Exceptional written and verbal communication; ability to articulate strategy, persuade stakeholders, and write clearly.
• Proven cross-functional collaboration across CX, Product, Engineering and Content to drive customer-centric improvements.
• Strong sense of ownership; able to lead independently in a fast-moving environment.

Bonus Points If You

• Have deep understanding of ML, DL, and AI techniques or have worked on complex AI/LLM-based systems.
• Have experience in customer service or support environments.
• Have completed AI-related coursework or certifications (ML, NLP, prompt engineering) through formal education or platforms.
• Proficiency in Python, R, or Java.

Benefits

Salary and Benefits

Salary of £55,000–£65,000 per year, plus participation in Strava’s long-term incentive programs. We offer a UK benefits package including:

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

Please see more info on our benefits: Runna Benefits

How to Apply

Please apply through the Workable career hub. If you have questions regarding your application, email careers@runna.com.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Sales and Business Development

Industries

• Health, Wellness & Fitness