Head of Customer Experience

Job description

***Join the Pioneer Crypto Brand in the Philippines!*** Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services. Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank. 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 - Sets the overall Customer Experience vision, strategy, and governance. - Reports directly to the President. - Provides strategic leadership and direction for the entire Customer Experience organization. - 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. - Spearheads enterprise-wide customer experience transformation, strategic organizational planning, and long-term expansion. - Establishes the strategic priorities and annual roadmap for the Customer Experience organization. - Establishes customer experience policies, governance frameworks, and executive-level standards. - Owns customer experience strategy, organizational performance, and executive reporting. - Partners with executive leadership to align customer experience initiatives with business objectives. - Oversees strategic budgeting, resource planning, technology investments, and organizational scalability. - Represents Customer Experience in executive leadership discussions and with external stakeholders, regulators, and strategic partners. - Sponsors major customer initiatives, digital transformation, and customer journey optimization. ### Qualifications - Extensive experience of progressive leadership experience in Customer Experience, Customer Operations, Customer Success, or related functions, including executive oversight of large-scale customer organizations. - Proven executive leadership experience managing senior leaders and driving cross-functional strategic initiatives. - Must have fintech, crypto or financial services experience dealing with retail users. - Proven Management and/or relationship management experience at a senior, strategic level role. - Demonstrated success in leading customer organizations that consistently achieve strategic business objectives, customer experience metrics, and regulatory compliance. - Experience leading AI-enabled customer experience transformation, automation, or digital customer engagement initiatives is highly preferred. - Able to adapt and succeed in a changing environment. - Proactive, and good ownership ability.