Executive CX Leader - Fintech & Crypto

Coins.ph; Taguig; On-site; PHP 6,000,000 - 12,000,000; Full time

Job summary

Coins.ph, the pioneer crypto brand in the Philippines, seeks a Head of Customer Experience to define, drive, and scale the enterprise-wide CX vision. You will oversee the end-to-end customer journey for a growing fintech/crypto user base and report directly to the President.

Lead the CX organization, drive enterprise-wide transformation, and set strategic CX priorities, governance, and budgets. Shape the customer experience roadmap while ensuring regulatory alignment and stakeholder

Qualifications

• Extensive leadership in Customer Experience or related fields with executive oversight.
• Proven experience managing senior leaders and cross-functional strategic initiatives.
• Fintech/crypto or financial services experience with retail users.
• Senior-level management or relationship management experience.
• Proven success in leading teams to meet business objectives, CX metrics and compliance.
• Experience leading AI-enabled CX transformation or digital engagement initiatives preferred.
• Able to adapt and succeed in a changing environment.
• Proactive with strong ownership attitude.

Responsibilities

• Sets the overall Customer Experience vision, strategy, and governance.
• Reports directly to the President.
• Provides strategic leadership for the entire CX organization.
• Gives governance to the Co-Head of CX and aligns initiatives with long-term goals.
• Leads enterprise-wide CX transformation and long-term expansion.
• Creates strategic priorities and annual CX roadmap.
• Establishes CX policies, governance, and executive standards.
• Owns CX strategy, performance, and reporting to leadership.
• Partners with executives to align CX with business objectives.
• Oversees budgeting, resources, tech investments, and scalability.
• Represents CX in executive discussions and with regulators/partners.
• Sponsors major CX initiatives and digital transformation.

Skills

Executive leadership

Customer experience strategy

Cross-functional leadership

Fintech/crypto experience

Regulatory compliance

AI-enabled CX

Change management

Job description

Coins.ph, the pioneer crypto brand in the Philippines, seeks a Head of Customer Experience to define, drive, and scale the enterprise-wide CX vision. You will oversee the end-to-end customer journey for a growing fintech/crypto user base and report directly to the President.

Lead the CX organization, drive enterprise-wide transformation, and set strategic CX priorities, governance, and budgets. Shape the customer experience roadmap while ensuring regulatory alignment and stakeholder