CX Strategy and Transformation Head
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Before you apply
LocationNCR - WGC
SeniorityDirector
DepartmentCustomer Support
Company size1,001–5,000 people
PostedOct 27, 2026 · 1w ago
Verified live3d ago
At a glanceSummarised by Seekless from the posting.
Define, execute, and scale the long-term vision and roadmap for all customer interaction channels
Oversee technical execution to turn CX product roadmaps into operational realities
Scale frontline performance by implementing tech-enabled learning systems and modernizing quality assurance
Maintain total financial health across CXM, direct vendor partnerships, negotiate contracts, and establish SLAs
Actively identify cross-functional process gaps, eliminate structural redundancies, and drive cost-optimization programs
About the company
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
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.
What We Offer
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