Hybrid opportunity at
Coins.phHead of Customer Experience
Coins.ph is hiring a head of customer experience in Manila, an executive role reporting directly to the President. The role sets the company-wide customer experience vision,…
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About This Role
Coins.ph is hiring a head of customer experience in Manila, an executive role reporting directly to the President. The role sets the company-wide customer experience vision, strategy and governance, oversees the end-to-end customer journey for users, and directs the co-head of customer experience. It also covers strategic budgeting, executive reporting, customer journey optimization and representing the function with regulators and partners. The full-time, hybrid position requires extensive senior customer experience…
Job Description
Coins.ph is hiring a head of customer experience in Manila, an executive role reporting directly to the President. The role sets the company-wide customer experience vision, strategy and governance, oversees the end-to-end customer journey for users, and directs the co-head of customer experience. It also covers strategic budgeting, executive reporting, customer journey optimization and representing the function with regulators and partners. The full-time, hybrid position requires extensive senior customer experience leadership and fintech or crypto experience with retail users.
Responsibilities
- Set the customer experience vision, strategy, annual roadmap and governance
- Oversee strategic budgeting, resource planning and technology investment for the function
- Lead enterprise-wide customer experience transformation and customer journey optimization
- Represent Customer Experience with executive leadership, regulators and strategic partners
Requirements
- Extensive progressive leadership experience in customer experience, customer operations or customer success
- Proven executive leadership managing senior leaders and cross-functional initiatives
- Fintech, crypto or financial services experience with retail users
- Proven senior-level management or relationship management experience
Qualifications
- Experience leading AI-enabled customer experience transformation or automation is highly preferred
- Ability to adapt in a changing environment, with strong ownership
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this job based?
The role is based in Manila, is hybrid and is full-time, and it reports directly to the President.
How much experience is required?
The posting does not state a specific number of years, but it requires extensive senior leadership experience in customer experience or related functions.
Is fintech experience needed?
Yes, fintech, crypto or financial services experience dealing with retail users is required.
Sample Interview Questions
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