Global Head of Customer Experience

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 —