CX Strategy and Transformation Head
Globe
- Philippines
- Mid Level
- Posted
About Globe
- Do you want to take the first step in making Filipinos’ lives better everyday?
- Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation!
G ka ba?
Join the G Nation today!
Responsibilities
- ● Customer Support Vision & Strategy: Define, execute, and scale the long-term vision and roadmap for all customer interaction channels, optimizing self-service adoption and reducing overall friction in customer journeys. ● Capability Delivery & Automation: Oversee technical execution to turn CX product roadmaps into operational realities; build high-performing automation infrastructure and integrate advanced AI capabilities across existing platforms. ● Talent Development & Quality Assurance: Scale frontline performance by implementing tech-enabled learning systems and modernizing quality assurance through automated, AI-driven evaluation frameworks. ● Financial & Vendor Governance: Maintain total financial health across CXM, direct vendor partnerships, negotiate contracts, and establish SLAs that enforce operational efficiency and high service standards. ● Process Transformation: Actively identify cross-functional process gaps, eliminate structural redundancies, and drive cost-optimization programs across all CX domains.
Benefits
- Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package