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.