Head of Customer Experience
Digital wallet and cryptocurrency exchange platform enabling Filipinos to buy, sell and manage crypto assets with integrated payment services.
About Coins.ph
Coins.ph serves as a regulated crypto platform for over 18 million Filipino users, offering cryptocurrency trading, bill payments, and remittance services. The platform integrates QR payments and mobile load purchases with crypto services, making digital assets accessible to Filipinos.
Skills
About the Role
You will set the overall Customer Experience vision, strategy, and governance, reporting directly to the President. You will provide strategic leadership for the entire Customer Experience organization, establish strategic priorities and the annual roadmap, and define policies, governance frameworks, and executive-level standards. You will partner with executive leadership, oversee strategic budgeting and technology investments, represent Customer Experience in executive discussions, and sponsor major customer initiatives, digital transformation, and customer journey optimization.
Requirements
- Extensive 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
- 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
Responsibilities
- Set the overall Customer Experience vision, strategy, and governance
- Report directly to the President
- Provide strategic leadership and direction for the entire Customer Experience organization
- Provide strategic direction, governance, and executive oversight to the Co-Head of Customer Experience
- Spearhead enterprise-wide customer experience transformation, strategic organizational planning, and long-term expansion
- Establish the strategic priorities and annual roadmap for the Customer Experience organization
- Establish customer experience policies, governance frameworks, and executive-level standards
- Own customer experience strategy, organizational performance, and executive reporting
- Partner with executive leadership to align customer experience initiatives with business objectives
- Oversee strategic budgeting, resource planning, technology investments, and organizational scalability
- Represent Customer Experience in executive leadership discussions and with external stakeholders, regulators, and strategic partners
- Sponsor major customer initiatives, digital transformation, and customer journey optimization
