Head of Customer Experience (Stablecoin Start-up)

• Job Title: Head of Customer Experience (Stablecoin)
• Salary Range: Competitive + Equity
• Location: Central London | Hybrid

We are working with an ambitious, high-growth Stablecoin business that is redefining the future of regulated digital payments. With significant investment secured, strong strategic partnerships already established and a product launch on the horizon, this is a rare opportunity to join an organisation at a pivotal stage of its journey. Operating at the intersection of financial services, technology and regulation, our client is building a trusted platform designed for institutional use, with customer protection and regulatory excellence at the heart of everything they do.

The Head of Customer Experience will take ownership of building and leading a customer experience function from the ground up, ensuring every customer interaction reflects the highest standards of consumer protection while creating a scalable service operation ready for long-term growth.
Role Highlights The Head of Customer Experience will:

– Design and implement the complete customer service function from inception.
– Champion FCA Consumer Duty across customer journeys, communications and processes.
– Build digital self-service experiences that are simple, accessible and customer-focused.
– Develop operational frameworks, service standards and support processes.
– Recruit, mentor and grow a high-performing customer experience team as the business scales.

You Will Need The Head of Customer Experience will bring:

– Strong expertise in FCA Consumer Duty and customer-facing regulatory environments.
– Experience building or transforming a customer service or customer experience function.
– Leadership capability with experience developing teams and operational frameworks.
– A background within fintech or another highly regulated financial services environment.
– The confidence to influence stakeholders while always prioritising positive customer outcomes.

Why You'll Love It – Opportunity to shape an entirely new function with genuine ownership.

– Join an innovative fintech before a major commercial launch.
– Work alongside experienced leaders with deep regulatory and financial technology expertise.
– Hybrid working based in Central London.
– Competitive salary with equity potential.
– Significant career progression as the organisation grows.
– Collaborative, mature and highly autonomous working culture.
– Exposure to cutting-edge financial technology and regulatory innovation.
– Work on products designed to transform institutional payments.
– Be part of a purpose-driven organisation committed to building trust and delivering exceptional customer outcomes.

This is an exceptional opportunity for an experienced customer experience leader who enjoys creating structure, influencing strategy and building high-performing teams within a regulated environment.

Apply today to take the next step in your career with an innovative employer committed to long-term growth and customer excellence. We are committed to promoting equality of opportunity for all employees and job applicants. In line with the Equality Act 2010, we strive to create and maintain a working environment in which everyone is able to make the best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit.