Global Head Of Customer Experience Reporting Line Reports directly to the Group CEO. Senior leadership role with dozens of direct and indirect reports across customer-facing functions. Location Fully remote. Candidates based 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 client touchpoint across forex, crypto, prop trading, prediction markets, and education, with a direct line to the Group CEO and dozens of people behind you. The role exists to turn that scale into a structural advantage — building a single, coherent client experience where today there are fragmented journeys, and making that experience the reason clients choose us and stay. Like most brokers, our client functions have grown in silos — onboarding, support, retention, and product experience each doing their own thing, with no shared logic and no single owner. 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. Specific Objectives Phase 1 — Diagnose (days 1–90) The firm knows exactly where its client experience is broken Phase 2 — Build (months 3–9) Clients get support that's measurably better than the market The firm's highest-value clients stay and spend more The function scales with the business, not against it Experience failures are caught and contained before they hurt the business Phase 3 — Commercialise (months 9–12) CX is a quantifiable business driver, not a cost centre Key Activities Run a structured CX audit Design the CX operating model Run and improve support operations Build the VIP client programme Make CX operations scale Deploy CX health monitoring Align the organisation around CX outcomes Measure and report CX as a commercial driver Key Competences CX architecture and operating model design Data and analytics fluency AI and automation literacy Commercial acumen Cross-functional influence Leading large, distributed teams Likely Current Job Head of CX / VP Customer Experience at a retail broker or fintech Chief Experience Officer at a mid-size regulated financial services firm Head of Operations at a retail broker (transition hire) Senior CX leader at a high-growth payments or digital banking firm Global Support / Service Delivery Director at a multi-product financial platform Employer Value Proposition The broadest CX canvas in multi-asset brokerage Global scale as a design constraint A direct line to commercial outcomes Real strategic autonomy at Group CEO level No playbook, no prior owner, and teams that didn't ask for a unified boss

Compensation

Competitive base salary plus performance-based bonus. Standard employee benefits apply. Experience: 10 years required