Head of Customer Experience

Coins.ph

Head of Customer Experience defining and driving enterprise-wide customer experience strategy for significant crypto brand in the Philippines beyond APAC expansion. Leading organizational initiatives to enhance customer engagement.

Posted 7/22/2026full-timeTaguig City • 🇵🇭 PhilippinesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive leadership in Customer Experience strategy and governance, with a focus on aligning initiatives with business objectives and driving transformation through digital engagement and automation.

Highest-signal resume keywords

Customer Experience LeadershipStrategic Organizational PlanningFintech ExperienceAI-Enabled TransformationRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience StrategyGovernance FrameworksOperational InitiativesDigital TransformationCustomer Journey Optimization

Soft Skills

Proactive OwnershipAdaptabilityRelationship Management

Tools & Technologies

Customer Engagement TechnologiesAutomation Tools

Industry Keywords

Financial ServicesCustomer OperationsCustomer SuccessRetail UsersCross-Functional Initiatives

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.