Head of Customer Experience

Salmon is a licensed neobank serving millions of Filipinos with cutting-edge financial solutions, backed by major investors including ADQ and the World Bank Group. We are seeking a Head of Customer Experience to build and lead a centralized customer insight and experience function that shapes how customers interact with our platform. This strategic leadership role will define CX vision and strategy across the entire Salmon Group while partnering with C-level leadership.

• 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

• 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

• Passionate international team spanning the globe
• Rapid professional growth with merit-based advancement
• Reward for performance and long-term success
• 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