Head of Customer Experience

About the Role

We are looking for a Head of Customer Experience to build and lead Salmon’s centralized customer insight and experience function. This is a strategic leadership role responsible for defining the vision, structure, and impact of customer experience across the entire Salmon Group. You will own the Customer Experience strategy, establish strong research and insight practices, align CX with Product, Marketing, and Data teams, and ensure that customer understanding directly influences product, business, and company-level decisions. This role works closely with C-level leadership and plays a key role in shaping how millions of customers experience Salmon.

What You Will Own

• Define and own the Customer Experience vision, strategy, and operating model
• Build and scale a centralized CX function, including research and insight capabilities
• Establish ResearchOps practices: tooling, repositories, standards, governance, and planning cadence
• Integrate customer research into product discovery and delivery processes
• Align Customer Experience with Product Analytics, Marketing Research, and Business Intelligence
• Ensure customer insights drive measurable business outcomes (conversion, retention, trust, growth)
• Partner closely with Head of Product, Head of Design & UX, and Data leadership on strategy and prioritization
• Build, hire, and develop a high-performing CX and research team
• Promote a customer-centric culture across the organization
• Represent Customer Experience at leadership and executive levels
• Drive maturity of customer research and experience practices across the company

What we expect from candidate

• 8+ years of experience in Customer Experience, UX Research, or Customer Research, including leadership roles
• Proven track record of building or scaling CX / Research / Insight functions
• Strong strategic mindset with the ability to influence product and business direction
• Deep understanding of digital products; experience in fintech or regulated industries is a strong advantage
• Experience managing senior specialists and cross-functional stakeholders
• Excellent communication, storytelling, and stakeholder management skills
• English proficiency at C1 level or higher

Why would it be cool to work with us?

• What we create
• Modern banking services for millions of Filipinos
• Cutting-edge solutions based on the best world practices and AI implementation
• Licensed neobank aiming to be a unicorn and leading fintech in the fast-growing region of Southeast Asia
• A business capable of raising over $200MM from the ADQ (the sovereign wealth fund of Abu Dhabi), World Bank Group and other investors despite the challenging market
• An environment that allows you to launch new products in 3-4 months
• A basis for expanding into new markets all over the world

What we offer

• Passionate international team spanning the globe
• Rapid professional growth. Merit (and merit only) rules the day
• Reward for performance and long-term success of Salmon
• Fast track to grow internationally
• New office in Manila, Philippines
• Relocation support for eligible candidates
• Medical insurance, health and wellness benefits
• Program of events and activities both online and in person

If you wanna join our team - feel free to apply!