Head of Customer Experience

About the role

Floin, a regulated FinTech startup focused on digital assets, is looking for a Head of Customer Experience to shape the end‑to‑end journey for users of its platform and marketplace. Based in Dubai, you will lead a customer‑facing function that blends compliance, security and a seamless user experience.

Key responsibilities

• Define and execute a comprehensive customer experience strategy across all touchpoints.
• Lead, mentor and scale customer‑facing teams, setting service standards and KPIs.
• Analyze customer data and feedback to identify pain points and drive continuous improvement.
• Collaborate with product, marketing, compliance and operations to prioritize enhancements.
• Oversee customer support operations, ensuring regulatory and security requirements are embedded in every interaction.
• Report performance metrics to senior leadership and represent the company to German‑speaking clients and partners in the region.

Required profile

• Proven expertise in Customer Experience Management and strategy, with a track record of designing and scaling journeys.
• Strong background in customer‑centric operations, service standards and feedback loops.
• Advanced analytical abilities to interpret data, spot trends and implement measurable improvements.
• Demonstrated leadership of high‑performing, customer‑facing teams, preferably in FinTech or technology‑driven businesses.
• Excellent communication and stakeholder management skills across product, technology, compliance and marketing.
• Fluent German (C2) for customer‑facing duties and professional fluency in English.
• High computer literacy with confidence using digital platforms, CRM systems and modern collaboration tools.

Required skills

What we offer

• Opportunity to shape the future of digital finance in a fast‑moving, international environment.
• Leadership role with direct impact on customer satisfaction, loyalty and retention.
• Competitive compensation package and exposure to cutting‑edge tokenized projects.