Head of Customer Experience

About the role

Coins, the leading crypto brand in the Philippines, is seeking a Head of Customer Experience to shape and scale the enterprise‑wide CX vision. Reporting directly to the President, you will own the end‑to‑end journey for millions of retail users in a fast‑moving fintech environment.

Key responsibilities

• Define and govern the overall Customer Experience strategy, vision and annual roadmap.
• Provide executive leadership and oversight to the CX organization and its Co‑Head.
• Drive enterprise‑wide CX transformation, digital initiatives and long‑term expansion.
• Establish policies, governance frameworks and executive‑level standards for CX.
• Partner with senior leadership to align CX initiatives with business objectives and regulatory requirements.
• Oversee strategic budgeting, resource planning, technology investments and scalability.
• Represent CX in executive discussions, external stakeholder engagements, regulator meetings and strategic partner negotiations.
• Sponsor major customer initiatives, digital transformation projects and journey optimisation efforts.

Required profile

• Extensive progressive leadership experience in Customer Experience, Customer Operations, Customer Success or related functions.
• Proven executive experience managing senior leaders and cross‑functional strategic initiatives.
• Fintech, crypto or financial‑services background serving retail users.
• Track record of delivering strategic business objectives, CX metrics and regulatory compliance.
• Experience leading AI‑enabled CX transformation, automation or digital engagement is highly preferred.

Required skills