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Head of Consumer Experience, Enablement and Optimization

Customer Support

Our Mission

Our goal is for everyone to make bolder choices with their finances.

To get there, we're creating an all-in-one ecosystem of financial services for today's generation of goal-getters. That feat takes extraordinary people-those with the guts to challenge the way things are and transform them into something better.

To be part of Team Maya is to be Bolder for Better.
Description: 

Reimagine the future of customer experience.
Maya is looking for a bold, strategic leader to transform how millions of Filipinos engage with digital finance—from e-wallets to crypto. If you're passionate about customer-first innovation, data-driven strategy, and operational excellence, this is your opportunity to lead change at scale.

 

What You Will Do: 

 

Customer Experience Strategy & Transformation
  • Lead CX transformation across Maya’s consumer products: e-wallet, savings, credit, and crypto.
  • Define and execute CX strategies using journey audits, service reviews, and behavioral insights.
  • Identify friction points and deliver seamless, intuitive experiences.
  • Drive measurable improvements in NPS, CSAT, FCR, and customer lifetime value.
  • Champion a customer-first culture across Product, Marketing, and Operations.
  • Build retention programs powered by predictive analytics and behavioral data.
  • Ensure compliance with BSP, AML/KYC, and data privacy regulations.
  • Collaborate cross-functionally to deliver integrated customer solutions.
 
Operational Optimization & Automation
  • Lead automation across customer and employee journeys using AI and self-service tools.
  • Reduce cost-to-serve through intelligent workflows and digital tools.
  • Drive experimentation and continuous improvement through data.
  • Oversee change management to transition teams, tools, and processes effectively.
  • Align agent tools with customer journey insights for better resolution and personalization.
  • Establish governance for CX metrics, feedback loops, and performance tracking.
 
Leadership & Contact Center Excellence
  • Lead high-performing teams across Customer Success, CX Operations, Automation, and Support.
  • Manage vendor relationships to ensure SLA compliance and strategic alignment.
  • Oversee contact center operations to elevate service quality and agent enablement.
  • Serve as a change agent, aligning people, processes, and platforms for scalable transformation.

 

What You Need to Succeed: 

  • Bachelor’s degree in Business, Marketing, Psychology, or a related field
  • 10+ years of leadership experience transforming end-to-end customer experiences in digital financial services.
  • Proven success in driving NPS, CSAT, FCR, and CLV improvements.
  • Deep expertise in CX strategy, journey audits, and data-driven design.
  • Strong background in automation, AI, and workflow optimization.
  • Track record of leading cross-functional change across Product, Engineering, Marketing, Risk, and Compliance.
  • Experience building high-performing CX teams and managing vendors with SLA accountability.

About Us

Maya is the all-in-one money platform that is bringing Filipinos bolder ways to master their money. It is powered by a unique integrated financial services ecosystem that addresses the ever-evolving needs of today’s generation of money makers through cutting edge technology. 

We lead millions of Filipinos — consumers, businesses, communities, and government agencies alike — into a version of the current digital economy that’s more inclusive, transparent, and empowering than ever. 

We are powered by the country's only end-to-end digital payments company Maya Philippines, Inc. and Maya Bank, Inc. for digital banking services. 

Maya Bank, Inc. and Maya Philippines, Inc. are regulated by the Bangko Sentral ng Pilipinas. https://www.bsp.gov.ph/

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