Head of Customer Experience

Coins.Ph; Pateros; On-site; PHP 2,500,000 - 4,500,000; Full time

Job summary

Coins seeks a Head of Customer Experience to define and scale the enterprise-wide CX vision and governance. You will oversee the end-to-end journey for crypto users, reporting directly to the President, and provide strategic direction for the CX organization and its budget.

You will lead enterprise-wide CX transformation, set annual roadmaps, and ensure alignment with business objectives, regulators, and strategic partners while driving growth across APAC and beyond.

Qualifications

• Senior-level experience in Customer Experience, Operations, or related functions with executive oversight.

Responsibilities

• Define and drive the enterprise-wide customer experience vision, strategy, and governance.
• Oversee end-to-end customer journey for fintech/crypto users in a fast-paced environment.
• Provide strategic direction and governance for the CX organization and budgets.
• Collaborate with executive leadership to align CX initiatives with business objectives.
• Lead enterprise-wide customer experience transformation and long-term expansion plans.

Skills

Executive leadership

Cross-functional collaboration

Regulatory/compliance awareness

AI-enabled CX transformation

Ownership & accountability

Job description

Join the Pioneer Crypto Brand in the Philippines!

Coins is the most established crypto brand in The Philippines and has gained the trust of more than 18 million users. Through the easy-to-use mobile app, users can buy and sell a variety of different cryptocurrencies and access a wide range of financial services.

Coins is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first ever crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.

The Head of Customer Experience (CX) is a pivotal executive leadership role responsible for defining, driving, and scaling the enterprise-wide customer experience vision, strategy, and governance. Reporting directly to the President, this leader will oversee the end-to-end customer journey for users in a fast-paced fintech/crypto landscape.

• Sets the overall Customer Experience vision, strategy, and governance.
• Reports directly to the President.
• Provides strategic leadership and direction for the entire Customer Experience organization.
• Provides strategic direction, governance, and executive oversight to the Co-Head of Customer Experience, ensuring operational initiatives align with the organization's long-term business objectives.
• Spearheads enterprise-wide customer experience transformation, strategic organizational planning, and long-term expansion.
• Establishes the strategic priorities and annual roadmap for the Customer Experience organization.
• Establishes customer experience policies, governance frameworks, and executive-level standards.
• Owns customer experience strategy, organizational performance, and executive reporting.
• Partners with executive leadership to align customer experience initiatives with business objectives.
• Oversees strategic budgeting, resource planning, technology investments, and organizational scalability.
• Represents Customer Experience in executive leadership discussions and with external stakeholders, regulators, and strategic partners.
• Sponsors major customer initiatives, digital transformation, and customer journey optimization.

• Extensive experience of progressive leadership experience in Customer Experience, Customer Operations, Customer Success, or related functions, including executive oversight of large-scale customer organizations.
• Proven executive leadership experience managing senior leaders and driving cross-functional strategic initiatives.
• Must have fintech, crypto or financial services experience dealing with retail users.
• Proven Management and/or relationship management experience at a senior, strategic level role.
• Demonstrated success in leading customer organizations that consistently achieve strategic business objectives, customer experience metrics, and regulatory compliance.
• Experience leading AI-enabled customer experience transformation, automation, or digital customer engagement initiatives is highly preferred.
• Able to adapt and succeed in a changing environment.
• Proactive, and good ownership ability.

Join the Coins Team Now!

Meaningful Collaborations - The successful candidate will work cross-functionally with other relevant teams to carry out implementations that will improve and create an impact on customer experience.

Scalable Growth - Be part of a fast-growing organization with the vision to expand its territories outside APAC which will provide opportunities for career advancement.

A Space For Bright Ideas - Let your bright ideas be converted into meaningful changes! Coins culture welcomes new ideas backed up by data to create an impact.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.