Head of Consumer Experience, Enablement and Optimization

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Maya Full time ₱1,200,000 - ₱3,600,000 per year

Reimagine the future of customer experience.

Maya is looking for a bold, strategic leader to transform how millions of Filipinos engage with digital finance—from e-wallets to crypto. If you're passionate about customer-first innovation, data-driven strategy, and operational excellence, this is your opportunity to lead change at scale.

What You Will Do:

Customer Experience Strategy & Transformation

  • Lead CX transformation across Maya's consumer products: e-wallet, savings, credit, and crypto.
  • Define and execute CX strategies using journey audits, service reviews, and behavioral insights.
  • Identify friction points and deliver seamless, intuitive experiences.
  • Drive measurable improvements in NPS, CSAT, FCR, and customer lifetime value.
  • Champion a customer-first culture across Product, Marketing, and Operations.
  • Build retention programs powered by predictive analytics and behavioral data.
  • Ensure compliance with BSP, AML/KYC, and data privacy regulations.
  • Collaborate cross-functionally to deliver integrated customer solutions.

Operational Optimization & Automation

  • Lead automation across customer and employee journeys using AI and self-service tools.
  • Reduce cost-to-serve through intelligent workflows and digital tools.
  • Drive experimentation and continuous improvement through data.
  • Oversee change management to transition teams, tools, and processes effectively.
  • Align agent tools with customer journey insights for better resolution and personalization.
  • Establish governance for CX metrics, feedback loops, and performance tracking.

Leadership & Contact Center Excellence

  • Lead high-performing teams across Customer Success, CX Operations, Automation, and Support.
  • Manage vendor relationships to ensure SLA compliance and strategic alignment.
  • Oversee contact center operations to elevate service quality and agent enablement.
  • Serve as a change agent, aligning people, processes, and platforms for scalable transformation.

What You Need to Succeed:

  • Bachelor's degree in Business, Marketing, Psychology, or a related field
  • 10+ years of leadership experience transforming end-to-end customer experiences in digital financial services.
  • Proven success in driving NPS, CSAT, FCR, and CLV improvements.
  • Deep expertise in CX strategy, journey audits, and data-driven design.
  • Strong background in automation, AI, and workflow optimization.
  • Track record of leading cross-functional change across Product, Engineering, Marketing, Risk, and Compliance.
  • Experience building high-performing CX teams and managing vendors with SLA accountability.

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