CX Strategy and Transformation Head

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!

Key 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.