CX Strategy and Transformation Head

GCash; Metro Manila; On-site; PHP 1,200,000 - 3,000,000; Full time

Benefits offered by this job

Career growth

Dynamic team

Competitive compensation

Job summary

GCash invites a strategic CX leader to stay at the forefront of FinTech and improve Filipinos’ lives daily through innovative and convenient financial solutions.

You will define the customer interaction strategy, oversee automation and AI-enabled capabilities, develop frontline talent, manage vendor contracts and SLAs, and drive cross-functional process improvements to reduce friction and cost across CX domains.

Responsibilities

• Define, execute, and scale the long-term vision and roadmap for all customer interaction channels, optimizing self-service adoption and reducing overall friction in customer journeys.
• Oversee technical execution to turn CX product roadmaps into operational realities; build high-performing automation infrastructure and integrate AI capabilities across existing platforms.
• Scale frontline performance by implementing tech-enabled learning systems and modernizing quality assurance through automated, AI-driven evaluation frameworks.
• Maintain total financial health across CXM, direct vendor partnerships, negotiate contracts, and establish SLAs that enforce operational efficiency and high service standards.
• Actively identify cross-functional process gaps, eliminate structural redundancies, and drive cost-optimization programs across all CX domains.

Job description

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

Key Responsibilities

• Customer Support Vision & Strategy: Define, execute, and scale the long-term vision and roadmap for all customer interaction channels, optimizing self-service adoption and reducing overall friction in customer journeys.
• Capability Delivery & Automation: Oversee technical execution to turn CX product roadmaps into operational realities; build high-performing automation infrastructure and integrate advanced AI capabilities across existing platforms.
• Talent Development & Quality Assurance: Scale frontline performance by implementing tech-enabled learning systems and modernizing quality assurance through automated, AI-driven evaluation frameworks.
• Financial & Vendor Governance: Maintain total financial health across CXM, direct vendor partnerships, negotiate contracts, and establish SLAs that enforce operational efficiency and high service standards.
• Process Transformation: Actively identify cross-functional process gaps, eliminate structural redundancies, and drive cost-optimization programs across all CX domains.

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country.

Working with a dynamic and highly collaborative team who want to change the game.

A company that values their people with highly competitive and flexible compensation and benefits package.