Head of Customer Experience

As Head of Customer Experience at Coins, you define, drive, and scale the enterprise-wide customer experience vision, strategy, and governance. Reporting directly to the President, you oversee the end-to-end customer journey for users in the fintech and crypto landscape, leading a large-scale customer organization for the most established crypto brand in the Philippines, which serves more than 18 million users.

What you'll do

• Set the overall customer experience vision, strategy, and governance for the organization
• 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, ensuring operational initiatives align with long-term business objectives
• 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

What you bring

• 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 relationship management experience at a senior, strategic level
• Demonstrated success leading customer organizations that consistently achieve strategic business objectives, customer experience metrics, and regulatory compliance
• The ability to adapt and succeed in a changing environment
• Proactive approach and strong ownership ability

Nice to have

• Experience leading AI-enabled customer experience transformation, automation, or digital customer engagement initiatives

About Coins

Coins is the most established crypto brand in the Philippines, trusted by more than 18 million users. The company is fully regulated by the Bangko Sentral ng Pilipinas (BSP) and is the first crypto-based company in Asia to hold both Virtual Currency and Electronic Money Issuer licenses from a central bank.