Head Of Customer Experience (Fintech)

TL;DR

Head Of Customer Experience (Fintech): Leading the transformation of the CX function from a reactive support operation into a high-performing, data-driven, and AI-assisted function. Focus on defining customer experience standards, improving team performance, and driving automation and process standardization.

Location: Remote

Company

hirify.global is an award-winning investment platform that champions the use of exchange-traded funds (ETFs) for easy, long-term investing.

What you will do

• Define and execute a clear vision for customer experience and build a scalable, AI-assisted CX model.
• Build, develop, and lead a high-performing CX team, setting clear expectations and raising performance standards.
• Own CX performance metrics, improve response consistency and speed, and maintain strong control over complaints and operational risk.
• Drive adoption of AI-assisted support, automation, and workflow improvements, challenging manual processes and inefficiencies.
• Turn customer interactions into structured insight and work with Product, Design, and Compliance to remove root causes of issues.
• Redesign and standardize core CX journeys end to end, ensuring processes are clear, scalable, and aligned with regulatory expectations.

Requirements

• Experience building or transforming a CX or support function in a high-growth, direct-to-consumer tech business.
• Strong data mindset with experience using metrics to drive performance.
• Hands-on experience with automation, AI-assisted support, and tools such as Zendesk.
• Proven ability to build high-performing teams and raise standards.
• Comfortable driving change in fast-paced, evolving environments.
• Ability to influence Product, Engineering, and Compliance through data and clear thinking.

Nice to have

• Interest in investing and understanding of digital platforms.
• Experience in regulated environments is a strong advantage.

Culture & Benefits

• Work in a lean, fast-moving team that values clarity, ownership, and transparency.
• Take on meaningful work from the start, tackling real challenges that drive the stability, efficiency, and growth of the business.
• Have opportunities to expand your responsibilities, influence how we work, and help shape our long-term direction as we scale.
• Work in the way that best suits you with a focus on results, not rigid hours, and trust to manage your time effectively.
• Work alongside talented professionals who are experts in their fields.

Hiring process

• Introductory call with our Talent team.
• Gamified cognitive assessment.
• 2 competency interviews focused on CX and leadership experience.
• Senior leadership interviews assessing culture, values, and strategic thinking.