Head of Customer Experience

The Head of Customer Experience (CX) is a pivotal executive leadership role responsible for defining, driving, and scaling the enterprise-wide customer experience vision, strategy, and governance. Reporting directly to the President, this leader will oversee the end-to-end customer journey for users in a fast-paced fintech/crypto landscape.

Key Responsibilities

• 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.

Qualifications

• 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.