CX Strategy & Transformation Leader

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

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.