Head of Customer Experience
Core
Sets the overall Customer Experience vision, strategy, and governance for a regulated crypto brand serving 18+ million users in the Philippines.
Role type
Executive-level Head of Customer Experience (Fintech/Crypto)
Builds
Enterprise-wide customer experience transformation, strategic organizational planning, and long-term expansion for a crypto exchange and financial services platform.
Domain
Fintech / Cryptocurrency / Regulated Financial Services
Deliverable
product features
Required skills
Executive leadership, strategic planning, organizational governance, budgeting, resource planning, technology investment oversight, regulatory compliance management, cross-functional alignment, stakeholder representation, digital transformation sponsorship.
Preferred skills
AI-enabled customer experience transformation, automation, digital customer engagement initiatives.
Responsibilities
Sets CX vision and strategy; provides strategic direction to the CX organization and Co-Head; establishes CX policies and governance frameworks; owns CX strategy and executive reporting; partners with executive leadership to align CX with business objectives; oversees strategic budgeting and scalability; represents CX with regulators and partners; sponsors major CX and digital transformation initiatives.
