Chief Customer Experience Officer - Fintech & Crypto

Coins.Ph; Pateros; On-site; PHP 4,000,000 - 6,400,000; Full time

Job summary

Coins, a leading crypto brand in the Philippines, is seeking a Head of Customer Experience to define, drive, and scale the enterprise CX vision across a fast-growing fintech landscape. Reporting to the President, you will shape strategy, governance, and end-to-end customer journeys for retail users.

You will lead cross-functional teams, oversee budgeting and technology investments, and align CX initiatives with regulatory requirements.

Qualifications

• Progressive leadership in CX, operations, or related functions with executive oversight.
• Experience managing senior leaders and cross-functional strategic initiatives.
• Fintech, crypto, or financial services experience with retail users.
• Proven ability to align initiatives with business objectives and compliance.
• Experience with AI-enabled customer experience transformation is preferred.

Responsibilities

• Set overall CX vision, strategy, and governance.
• Report to the President and provide executive oversight.
• Lead enterprise-wide CX transformation and long-term expansion.
• Define annual CX roadmap and governance standards.
• Oversee budgeting, tech investments, and scalability.
• Collaborate with executives and regulators/external partners.
• Sponsor major customer initiatives and digital transformation.

Skills

Executive leadership

Cross-functional leadership

Fintech/crypto experience

Regulatory compliance

AI-enabled CX

Strategic planning

Job description

Coins, a leading crypto brand in the Philippines, is seeking a Head of Customer Experience to define, drive, and scale the enterprise CX vision across a fast-growing fintech landscape. Reporting to the President, you will shape strategy, governance, and end-to-end customer journeys for retail users.

You will lead cross-functional teams, oversee budgeting and technology investments, and align CX initiatives with regulatory requirements.