Head of Customer Experience Optimization

1 week ago

Manila, National Capital Region, Philippines beBeeInnovation Full time $150,000 - $175,000
Lead CX Innovation Strategist

Job Summary

Own the technical innovation agenda for a top fintech client. You'll architect and deliver optimization initiatives for operations across multiple lines of business—reducing cost-to-serve, accelerating time-to-value, and helping the client hit their KPIs.

Key Responsibilities

  • Architect & Lead: Define end-to-end architectures for automations, system integrations, custom applications and tools that will optimize workflows of the contact center team.
  • Deliver Value Fast: Convert use-case backlogs into POCs and production releases with clear success criteria and post-launch measurement.
  • Integrate Systems: Coordinate integrations across CCaaS/CRM, ticketing, knowledge, identity, and data/analytics; ensure observability and incident readiness.
  • Operational Efficiency: Optimize routing, WFM/QM, QA automation, and knowledge lifecycle to improve agent efficiency and customer outcomes.
  • Governance: Establish pragmatic governance for model/prompt lifecycle, data usage, risk, and change management—aligned to client policies.
  • Team Leadership: Lead a client-dedicated solution team (architects, engineers, analysts) and coordinate vendors/partners for delivery.
  • Stakeholder Engagement: Communicate strategy, trade-offs, roadmap, and results to senior client stakeholders; build trust through outcomes.

Required Skills & Qualifications

  • Senior leader with a proven track record spearheading innovation programs for enterprise clients (preferably fintech or adjacent).
  • Hands-on architecture/delivery background in customer experience platforms and contact centers.
  • Working experience with similar CX tools such as Zendesk, Genesys, Salesforce, and/or AWS Connect (tooling is not mandated, but familiarity is).
  • Practical expertise with GenAI for CX (virtual agents, agent assist), knowledge management, and automation at scale.
  • Strong integration skills (APIs/microservices, event streams), and data/analytics familiarity (dashboards, KPI instrumentation).
  • Executive presence and stakeholder management; crisp communication of complex tech to non-technical audiences.
  • Delivery leadership in hybrid teams; ability to prioritize ruthlessly, ship iteratively, and evidence ROI.

Nice to Have

  • Experience in broader fintech customer operations (onboarding/KYC, payments, disputes/chargebacks, recovery, merchant support).
  • Certifications across cloud or CX platforms (e.g., AWS, Salesforce, Genesys, Zendesk).
  • Background with model observability, A/B testing, and experimentation frameworks.

Work Setup

  • PH-based with regular client-site time (~2–3 days/week, subject to client needs).

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