Global Head of Customer Experience

About the role

The Global Head of Customer Experience will report directly to the Group CEO and lead a multi‑disciplinary team across all client‑facing functions. This senior leadership position is fully remote, with a preference for candidates located near the company’s hubs in Dubai, Kuala Lumpur, Limassol, or Bangkok. The role is responsible for unifying fragmented client journeys across forex, crypto, proprietary trading, prediction markets, and education.

Key responsibilities

• Conduct a comprehensive, evidence‑based audit of the client experience across all product lines within the first 90 days.
• Design and implement operating models, tooling, and governance that allow the CX function to scale without proportional headcount growth.
• Elevate support performance to the top quartile of the market, measured by response time, first‑contact resolution, self‑service adoption, and AI‑driven automation.
• Launch and manage a structured VIP programme that reduces churn among high‑value clients by double‑digit percentages within 12 months.
• Establish tiered CX service level objectives (SLOs) and ensure experience failures are detected and mitigated proactively.

Required profile

• Proven senior‑level experience leading customer experience or related functions in a multi‑asset brokerage or comparable financial services environment.
• Strong analytical mindset with the ability to diagnose complex, cross‑functional issues and drive data‑backed solutions.
• Exceptional stakeholder management skills, capable of navigating entrenched team boundaries and influencing senior leadership.
• Strategic thinker who can translate a fragmented client journey into a coherent, competitive advantage.

Required skills

• Experience with modern AI tools for customer support automation.
• Familiarity with performance benchmarking and KPI development for CX functions.
• Knowledge of multi‑asset brokerage products such as forex, crypto, prop trading, and prediction markets.