CX Strategy and Transformation Head

Mynt; Metro Manila; On-site; PHP 1,800,000 - 2,600,000; Full time

Job summary

GCash, part of Mynt, is seeking a senior leader to shape the customer experience strategy across all channels in the Philippines. You will drive the long-term CX roadmap, oversee AI-enabled automation, and elevate frontline performance with modern QA practices in a dynamic FinTech environment.

You will partner with cross-functional teams, manage vendor governance, and drive cost efficiencies while ensuring exceptional customer outcomes in a fast-growing digital payments landscape.

Responsibilities

• Define and scale the long-term CX vision and roadmap across all customer channels.
• Oversee CX product roadmaps' operational delivery; build automation and AI integration across platforms.
• Scale frontline performance with AI-enabled learning, automated QA, and quality assurance modernization.
• Manage CXM financials, vendor partnerships, contract negotiations, and service-level agreements.

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