Head of Customer Experience
Summary
Leads the customer experience vision and strategy for a regulated crypto fintech serving 18M+ users in the Philippines, shaping the end-to-end journey in a fast-paced crypto landscape.
The Head of Customer Experience (CX) is a pivotal executive leadership role responsible for defining, driving, and scaling the enterprise-wide customer experience vision, strategy, and governance. Reporting directly to the President, this leader will oversee the end-to-end customer journey for users in a fast-paced fintech/crypto landscape.
Key Responsibilities
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Sets the overall Customer Experience vision, strategy, and governance.
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Reports directly to the President.
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Provides strategic leadership and direction for the entire Customer Experience organization.
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Provides strategic direction, governance, and executive oversight to the Co-Head of Customer Experience, ensuring operational initiatives align with the organization's long-term business objectives.
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Spearheads enterprise-wide customer experience transformation, strategic organizational planning, and long-term expansion.
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Establishes the strategic priorities and annual roadmap for the Customer Experience organization.
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Establishes customer experience policies, governance frameworks, and executive-level standards.
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Owns customer experience strategy, organizational performance, and executive reporting.
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Partners with executive leadership to align customer experience initiatives with business objectives.
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Oversees strategic budgeting, resource planning, technology investments, and organizational scalability.
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Represents Customer Experience in executive leadership discussions and with external stakeholders, regulators, and strategic partners.
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Sponsors major customer initiatives, digital transformation, and customer journey optimization.
Qualifications
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Extensive experience of progressive leadership experience in Customer Experience, Customer Operations, Customer Success, or related functions, including executive oversight of large-scale customer organizations.
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Proven executive leadership experience managing senior leaders and driving cross-functional strategic initiatives.
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Must have fintech, crypto or financial services experience dealing with retail users.
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Proven Management and/or relationship management experience at a senior, strategic level role.
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Demonstrated success in leading customer organizations that consistently achieve strategic business objectives, customer experience metrics, and regulatory compliance.
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Experience leading AI-enabled customer experience transformation, automation, or digital customer engagement initiatives is highly preferred.
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Able to adapt and succeed in a changing environment.
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Proactive, and good ownership ability.