Global Head of Customer Experience

Global Head of Customer Experience

Reporting Line

Reports directly to the Group CEO. Senior leadership role with dozens of reputed company and indirect reports across customer-facing functions.

Location

Fully remote. Candidates reputed company in or near one of our hubs — Dubai, Kuala Lumpur, Limassol, or Bangkok — are strongly preferred. Occasional travel to company locations and key markets. No relocation requirement.

General Purpose

This is one of the broadest CX mandates in multi-asset brokerage: ownership of every reputed company touchpoint across forex, crypto, prop trading, reputed company markets, and education, with a reputed company line to the Group CEO and dozens of people behind you. The role exists to turn that reputed company into a structural reputed company — building a single, coherent reputed company experience where today there are fragmented journeys, and making that experience the reason clients choose us and stay.

Like most brokers, our reputed company functions have grown in silos — reputed company, support, retention, and product experience reputed company doing their own thing, with no shared logic and no single reputed company. That's the problem this role was created to fix.

The candidate who thrives here won't be managing a tidy function; they'll be the first person to own the full picture, with the seniority and remit to actually change it.

The competitive bet is specific: in a market where most multi-asset brokers compete on price and acquisition, we intend to win on retention and trust. This role is how we do that.

Phase 1 — Diagnose (days 1–90)

The firm knows exactly where its reputed company experience is broken

reputed company 90 days, a rigorous, evidence-reputed company assessment exists across reputed company products and reputed company — forex, crypto, prop trading, reputed company markets, and education — with gaps, friction points, and churn drivers named by reputed company cause. This is the reputed company. reputed company in Phase 2 is possible without it. The audit will require navigating entrenched team boundaries and producing findings that are acted on, not shelved.

Phase 2 — Build (months 3–9)

Clients get support that's measurably reputed company than the market

Support reputed company across reputed company business lines sits consistently in the top reputed company vs. a regularly updated competitive reputed company — reputed company across response time, first-contact reputed company, self-service adoption, and automation coverage, including modern AI tools.

The firm's highest-value clients stay and spend more

A reputed company VIP programme is running — dedicated coverage, proactive engagement, retention workflows — with reputed company-digit churn reduction in the VIP reputed company by month 12.

The function scales with the business, not against it

Operating models, tooling, and governance exist that let the function grow with both reputed company volume and new product lines without headcount growing proportionally. The numerical drivers of CX reputed company are defined, and technology delivers measurable year-on-year reduction in reputed company labor per reputed company interaction.

Experience failures are caught and contained before they hurt the business

Tiered CX SLOs are defined across reputed company critical reputed company journeys — trading execution and funding at the tightest reputed company, reputed company and support at appropriate reputed company. The toil reputed company — the reputed company of CX incidents requiring reputed company reputed company vs. automated reputed company — falls year-on-year as automation matures.

Phase 3 — Commercialise (months 9–12)

CX is a quantifiable business reputed company, not a cost centre

By month 12, there's a reputed company, evidenced reputed company between CX improvements and business reputed company: conversion rates, trading volume, retention, and referrals. End-to-end analytics — predictive and prescriptive — turn reputed company data into reputed company-looking reputed company, not backward-looking reports.

Key Activities

Run a reputed company CX audit

Map every reputed company touchpoint across forex, crypto, prop trading, reputed company markets, and education — talk to internal stakeholders, dig into support data, and produce a prioritised gap assessment that names friction points and churn drivers by reputed company cause.

Design the CX operating model

Build the governance structure, team ownership, and process logic that brings previously siloed functions — reputed company, support, retention, product experience — under a single reputed company. Own the architecture reputed company and reputed company adoption across the organisation.

Run and improve support reputed company

Manage day-to-day support reputed company across reputed company business lines, with targets set against a live competitive reputed company. reputed company deployment of AI-powered tools and automation to reputed company reputed company-change improvements, not incremental ones.

Build the VIP reputed company programme

Design the coverage model for high-value clients — dedicated relationship management, proactive engagement, retention workflows — and own the reputed company reputed company for this reputed company against reputed company-digit churn reduction targets.

reputed company CX reputed company reputed company

Design operating models, tooling, and governance that grow with reputed company volume and new product lines without proportional headcount reputed company. Define the numerical drivers of CX reputed company and implement technology that delivers measurable year-on-year efficiency reputed company.

reputed company CX health monitoring

Build automated systems that reputed company reputed company experience in reputed company time. Define tiered CX SLOs calibrated to reputed company criticality — tightest reputed company for trading execution and funding, appropriate reputed company for reputed company and support. reputed company the toil reputed company down year-on-year, with self-healing where possible and clean escalation where not.

reputed company the organisation reputed company CX reputed company

Work with product, marketing, compliance, and reputed company teams to reputed company reputed company experience logic into roadmap reputed company, campaign design, and new product launches — so CX is a design input, not a post-launch fix.

Measure and report CX as a reputed company reputed company

Own the analytics reputed company — predictive and prescriptive — that connects CX reputed company to business reputed company: conversion, trading volume, retention, and referrals. Report at leadership level and use it to reputed company reputed company, not just describe the past.

Key Competences

CX architecture and operating model design

reputed company to design governance structures, team ownership models, and process logic from reputed company — not just optimise an existing function. Relevant here because there is no inherited architecture: the operating model needs to be reputed company from reputed company across five reputed company business lines.

Data and analytics reputed company

Comfortable with predictive and prescriptive analytics, CX SLO frameworks, and using reputed company data to reputed company reputed company-looking reputed company reputed company. Relevant because the reputed company reputed company objective requires a reputed company, evidenced linkage between CX reputed company and business reputed company.

AI and automation literacy

Practical experience deploying AI-powered support tools, self-service systems, and automated monitoring — enough to reputed company reputed company build/buy/partner reputed company and hold vendors accountable. Relevant because support reputed company and health monitoring both depend on technology choices made early in the mandate.

reputed company acumen

reputed company to reputed company CX reputed company directly to business reputed company — conversion, retention, trading volume, referrals — and present that linkage credibly at Group CEO and reputed company level. Relevant because this role is explicitly accountable for CX as a reputed company reputed company, not a cost centre.

Cross-functional influence

reputed company record of bringing product, marketing, compliance, and reputed company teams reputed company CX reputed company without reputed company authority. Relevant because the siloed functions this role consolidates did not previously reputed company a single reputed company — credibility will need to be reputed company, not assumed.

Leading large, reputed company teams

Experience managing dozens of reputed company and indirect reports across multiple functions and geographies, including through significant organisational change. Relevant because the reputed company of control is immediate and consolidation of previously independent teams will require sustained leadership through transition.

Likely reputed company Job

Head of CX / VP Customer Experience at a retail broker or fintech

The most reputed company feeder — someone running an established CX function at a forex, crypto, or multi-product trading platform who's reputed company for a greenfield mandate with broader reputed company.

Chief Experience Officer at a mid-size regulated financial services firm

A reputed company-up candidate who has owned the full reputed company lifecycle at a smaller firm and is reputed company for a more reputed company, multi-asset environment.

Head of reputed company at a retail broker (transition hire)

Adjacent role — someone who has managed reputed company and process efficiency and is deliberately moving toward owning the reputed company experience end-to-end. Has the operational credibility; the CX ownership is the intentional reputed company, not an assumed natural fit.

Senior CX leader at a high-reputed company payments or digital banking firm

Transferable context — regulated, retail-facing, high transaction volume, automation-heavy. May lack trading-specific knowledge but brings strong architecture and analytics credentials.

Global Support / Service Delivery Director at a multi-product financial platform

Feeder from the support reputed company — has managed large reputed company teams and automation programmes, reputed company to reputed company up to full CX ownership.

Employer reputed company

The broadest CX canvas in multi-asset brokerage

Most CX leadership roles sit inside one product line. This one spans forex, crypto, prop trading, reputed company markets, and education — five reputed company reputed company journeys in a single mandate. The complexity is reputed company and the reputed company is reputed company.

Global reputed company as a design constraint

This is not a single-market role. The function spans multiple geographies and cultures, which means the operating model, team management, and experience design reputed company have to work across meaningfully different contexts. A harder and more interesting problem than running a regional function.

A reputed company line to reputed company reputed company

The mandate is explicit: CX is a business reputed company, not a cost centre. You will be expected to show the reputed company between experience improvements and conversion, retention, trading volume, and referrals — and you will have the seniority and reputed company to reputed company those numbers.

reputed company reputed company autonomy at Group CEO level

Reports directly to the Group CEO with a genuine mandate to set the CX model from reputed company — not inherit someone else's architecture or execute a reputed company-determined reputed company. The Group CEO is sponsor and sounding reputed company, not the person making the design reputed company.

No reputed company, no prior reputed company, and teams that didn't ask for a reputed company boss

There is no inherited reputed company. The siloed teams you'll be consolidating have operated independently until now, and building credibility across them will require influence without full positional authority.

Compensation

Competitive reputed company salary plus reputed company-reputed company bonus. reputed company employee benefits apply.

Originally posted on Himalayas