Head of Customer ExperienceGoTyme Bank • Quezon City, Metro Manila, Philippines

Head of Customer Experience

GoTyme Bank • Quezon City, Metro Manila, Philippines

2 days ago

Job description

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

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Customer Experience • Quezon City, Metro Manila, Philippines