Head of Customer Experience

4 weeks ago

Quezon City, Philippines GoTyme Bank Full time

Head of Customer Experience GoTyme Bank, Quezon City, National Capital Region, Philippines About GoTyme GoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme’s globally proven digital banking technology and hands‑on experience building South Africa’s leading digital bank, TymeBank, one of the fastest‑growing digital banks in the world today. At GoTyme, we have embarked on a journey to democratize financial services and bring next‑level banking to the Philippines. We seek individuals who share our belief that the game is worth changing, to join our growing team of GoTymers as we build, launch, and scale a bank that empowers all Filipinos to navigate a path to financial freedom. About the Role The Head of Customer Experience will be responsible for leading GoTyme Bank’s customer experience strategy and execution. This role will oversee end‑to‑end customer journey mapping, insights and feedback loops, CX and market research, and the design of actionable strategies to continuously elevate customer satisfaction, loyalty, and advocacy. The position is pivotal in driving measurable improvements in NPS, Sean Ellis score, Customer Satisfaction and overall customer satisfaction while embedding a customer‑first culture across the organization. Lead and institutionalize Customer Journey Mapping to identify friction points and opportunities to delight customers. Execute, optimize and operationalize a Customer Feedback Loop, ensuring insights translate into improvements. Direct and oversee CX Research & Market Research programs to inform strategic and tactical decisions. Partner with Strategy, Product, Operations, Marketing, Sales and other stakeholders to integrate insights. Champion a customer‑first culture across teams within Gotyme and potentially globally within the Tyme Group. Benchmark CX performance against fintech and banking leaders. Represent the voice of the customer within Gotyme and globally within the Tyme Group, and at industry leadership forums. Must haves Bachelor’s degree in Business, Marketing, Behavioral Science, Economics, or related field. Any process improvement related trainings/certifications (e.g. LeanSixSigma Certificate) or CX certifications (e.g., CCXP, CXPA) highly preferred. Minimum 8 years of progressive experience in customer experience, strategy, or insights—preferably in fintech, digital banking, e‑commerce or consumer tech. Proven track record of leading CX transformations and improving metrics at scale. Expertise in CX design, journey mapping, and research methodologies. Strong analytical skills with ability to translate data into actionable strategies. Exceptional stakeholder management and leadership abilities. Excellent communication, storytelling, and influencing skills. Forward‑thinking mindset to anticipate customer needs and trends. Hands‑on execution skills balancing strategy with delivery. Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Customer Service and Research Industries: Financial Services and Banking #J-18808-Ljbffr

  • Head of Customer Experience

    4 weeks ago

    Quezon City, Philippines GoTyme Bank Full time

    Head of Customer Experience GoTyme

  • Head of Customer Experience

    4 days ago

    Quezon City, Philippines Get Hooked 360, Inc. Full time

    Get AI-powered advice on this job and more exclusive features. At Get Hooked 360 , we believe brands win when they build meaningful connections with their communities. We are seeking a Head of Customer Experience Group (CXG) to lead and grow the business of this department, which oversees both CRM strategy and our frontline community management team. This...

  • Head of Customer Experience

    1 week ago

    Quezon City, National Capital Region, Philippines Get Hooked 360, Inc. Full time ₱1,200,000 - ₱2,400,000 per year

    About the RoleAtGet Hooked 360, we believe brands win when they build meaningful connections with their communities. We are seeking aHead of Customer Experience Group(CXG) to lead and grow the business of this department, which oversees bothCRM strategyand our frontlinecommunity management team.This role ensures exceptional internal and external client...

  • Head of Customer Experience

    4 days ago

    Quezon City, Philippines Get Hooked 360, Inc. Full time

    A leading marketing firm in Quezon City is seeking a Head of Customer Experience Group to lead the CRM strategy and community management team. This role involves oversight of customer support operations and the strategic growth of analytics-driven services. Candidates should possess excellent communication and leadership skills. The position is ideal for...

  • Head of Customer Experience

    22 hours ago

    Quezon City, Metro Manila, , Philippines GoTyme Full time

    About GoTymeGoTyme is a joint venture between the Gokongwei Group, one of the biggest conglomerates in the Philippines, and the Singapore-headquartered digital banking group Tyme. This venture combines the trusted Gokongwei brand, customer base, and distribution ecosystem with Tyme's globally proven digital banking technology and hands-on experience building...

  • Head, Customer Experience

    1 week ago

    Makati City, National Capital Region, Philippines Metrobank Full time ₱1,200,000 - ₱2,400,000 per year

    Be #InGoodHands with MetrobankHere at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future...

  • Head of Customer Service

    24 hours ago

    Quezon City, National Capital Region, Philippines RABG Trading Inc. Full time

    ꕤ LUCKY BEAUTY NEEDS ANOTHER LUCKY MUSE ꕤSUMMARY:The Customer Service Head plays a critical leadership role in delivering an outstanding customer experience across all digital and physical channels. This position oversees the customer support team across e-commerce platforms, social media, the company website, and in-store experiences, ensuring that all...

  • BRANCH CUSTOMER SERVICE HEAD

    7 days ago

    Quezon P, Philippines Transnational Properties, Inc. (Real Estate arm of Motortrade) Full time ₱216,000 - ₱240,000 per year

    The Branch Customer Service Head is responsible in managing the full branch operations management which includes planning, organizing and implementation of back office duties & responsibilities.Educational attainment:Graduate of Management Major in Marketing or any 4 years Business - related course.Experience(s) required and no. of years used:Minimum of 3...

  • Branch Customer Service Head

    7 days ago

    Cabanatuan City, Central Luzon, Philippines Transnational Properties, Inc. (Real Estate arm of Motortrade) Full time ₱216,720 - ₱433,440 per year

    Branch Customer Service HeadMust be willing to be assigned at Cabanatuan City.The Branch Customer Service Head is responsible in managing the full branch operations management which includes planning, organizing and implementation of back office duties & responsibilities.Educational attainment:Graduate of Management Major in Marketing or any 4 years Business...

  • Cluster Head

    7 days ago

    Quezon City, National Capital Region, Philippines Transnational Properties, Inc. (Real Estate arm of Motortrade) Full time ₱216,000 - ₱264,000 per year

    Job Summary:Ensures achievement of Cluster full year sales target forBrand New Sales – Cash & InstallmentRepo SalesOversees standard procedures related to sales processes including – encoding to system, proper pricing to customer & timely coordination to CSOD team for the CIR & release of unitEnsures that Cluster Heads and Marketing Assistants follow the...