CX Strategy and Transformation Head

Globe Telecom, Inc.; Philippines; On-site; PHP 2,400,000 - 4,200,000; Full time

Benefits offered by this job

Competitive compensation

Job summary

GCash, the country’s leading FinTech, is looking for a senior CX leader in the Philippines to define and execute the vision for customer interactions, scale automation, and manage vendor governance. You will drive cost optimization and modernize quality assurance with AI-driven evaluation frameworks.

Join a dynamic, collaborative team at the forefront of financial inclusion in the Philippines, contributing to a best-in-class customer experience across channels.

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.

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 is the #1 Finance App in the Philippines.

Through the GCash App, 81M registered users can easily purchase prepaid airtime; purchase from over 6M partner merchants and social sellers; send and receive money anywhere in the Philippines, even to other bank accounts; pay bills at over 1,800 partner billers nationwide; and get access to savings, credit, loans, insurance and investments, and so much more, all at the convenience of their smartphones.

GCash is a wholly-owned subsidiary of Mynt (Globe Fintech Innovations, Inc.) since 2015. Mynt, Inc. is the parent company of GCash, the Philippines’ #1 finance superapp, advancing financial inclusion through ‘Finance for All’. G-Xchange, Inc. (GXI) is the payments company for GCash. GXI is a BSP-licensed e-money issuer responsible for the digital payments and electronic money activities in the GCash app. Fuse Financing, Inc. is the financing company for GCash. Fuse provides eligible users with access to fair and digitally-enabled credit products and solutions. Ryse, Inc. broadens access to investments that are easy to use and understand, supporting wealth-building for Filipinos at different stages of their financial journey. BlockG Virtual Assets, Inc. supports responsible participation in digital assets, helping build trust and long-term confidence in the continuously evolving digital landscape.