Head Of Customer Experience (Fintech)

TL;DR

Head of Customer Experience (Fintech): Defining and scaling the enterprise-wide customer experience vision and strategy with an accent on operational governance, digital transformation, and regulatory compliance. Focus on leading large-scale customer organizations, driving AI-enabled automation, and aligning CX initiatives with long-term business objectives in the crypto landscape.

Location: Must be based in Taguig City, Metro Manila, Philippines (Hybrid)

Company

A pioneer crypto brand in the Philippines focused on providing accessible financial services and expanding its footprint across the APAC region.

What you will do

• Define and drive the enterprise-wide customer experience vision, strategy, and governance frameworks.
• Provide executive oversight to the Co-Head of Customer Experience and manage large-scale customer organizations.
• Spearhead digital transformation initiatives, including AI-enabled customer engagement and journey optimization.
• Partner with executive leadership to align CX initiatives with business objectives and regulatory requirements.
• Oversee strategic budgeting, resource planning, and organizational scalability.
• Represent the CX organization in executive discussions and with external stakeholders and regulators.

Requirements

• Extensive progressive leadership experience in Customer Experience, Customer Operations, or Customer Success.
• Must have fintech, crypto, or financial services experience dealing with retail users.
• Proven track record of managing senior leaders and driving cross-functional strategic initiatives.
• Demonstrated success in achieving strategic business objectives and maintaining regulatory compliance.
• Experience leading AI-enabled customer experience transformation or automation initiatives is highly preferred.

Culture & Benefits

• Opportunity to work in a fast-growing organization with plans for international expansion.
• Collaborative environment that values data-backed ideas and meaningful impact.
• Direct reporting line to the President, ensuring high-level strategic influence.
• Focus on scalable growth and professional career advancement.