Chief Customer Experience Officer – FinTech & Crypto

Medium; Taguig; On-site; PHP 2,000,000 - 3,000,000; Full time

Job summary

Coins, a leading crypto brand in the Philippines, seeks a Head of Customer Experience to define, drive, and scale the enterprise CX vision across the retail user base. You will report to the President and guide the CX organization through transformation, governance, and performance tracking.

Ideal candidates bring extensive fintech/crypto CX leadership, cross-functional influence, and a track record of delivering customer-centric strategies in a regulated environment.

Qualifications

• Extensive experience leading large customer experience or operations teams, including executive oversight.
• Proven ability to drive cross-functional strategic initiatives across business units.
• Experience in fintech, crypto, or financial services with retail users.
• Strong track record of aligning CX strategy with regulatory and business objectives.
• Experience leading AI-enabled customer experience transformation and automation is preferred.
• Adaptable, proactive, and ownership-driven leader.

Responsibilities

• Set the overall Customer Experience vision, strategy, and governance.
• Report directly to the President and oversee CX organization performance.
• Provide direction for Co-Head of CX and align initiatives with long-term goals.
• Lead enterprise-wide CX transformation, planning, and expansion.
• Define priorities and annual roadmaps for CX, and establish governance frameworks.
• Oversee budgeting, resources, and technology investments for scalability.
• Represent CX in executive discussions with regulators and partners.
• Sponsor major customer initiatives and digital journey improvements.

Skills

Executive leadership

Cross-functional

Customer experience

Regulatory compliance

AI-enabled transformation

Change management

Job description

Coins, a leading crypto brand in the Philippines, seeks a Head of Customer Experience to define, drive, and scale the enterprise CX vision across the retail user base. You will report to the President and guide the CX organization through transformation, governance, and performance tracking.

Ideal candidates bring extensive fintech/crypto CX leadership, cross-functional influence, and a track record of delivering customer-centric strategies in a regulated environment.