Head of Customer Experience

Role Overview:

We're hiring a builder. MyRepublic Singapore is looking for a founder-operator to recreate our Customer Experience function. This isn't a traditional CX leadership role — it's a role for someone who has founded, cofounded, or shipped a product from 0 to 1, and now wants to bring that builder mentality to a category-defining customer experience.

You'll partner closely with our in-house IT team to architect, build, and ship the systems and digital touchpoints that define every moment of the MyRepublic journey. You'll set the vision, write the specs, prototype with engineers, sit in sprint reviews, and own the outcome end-to-end. You'll move fast, make calls without complete information, and turn raw customer signal into shipped features that measurably improve NPS, reduce friction, and differentiate MyRepublic in a crowded consumer market.

Entrepreneurs, founders, and builder-operators are exactly who we want to hear from. If you've started something, run something, or shipped something against the odds — read on. The position is measured on the successful delivery of new CX systems and features and the associated CX KPIs including NPS, CES, CSAT, and churn reduction

How you'll contribute to MyRepublic's success:

Build & Ship

• Operate as the founder of CX inside MyRepublic — set the vision, own the roadmap, and

ship

• Partner with the in-house IT team to scope, design, and deliver new CX systems, features,

and digital touchpoints across the customer journey

• Translate customer insights into technical requirements, user stories, and delivery roadmaps

• Prototype solutions and contribute directly to technical design, configuration, or lightweight

implementation where it accelerates delivery

• Own the CX tooling roadmap — self-service portals, customer apps, support workflows,

journey analytics, and CRM capabilities

Customer Journey & Experience Strategy

• Own the full customer journey end-to-end — onboarding, activation, usage, support, and

retention

• Identify friction points and opportunities using qualitative feedback, behavioural data, and

journey analytics

• Drive a continuous improvement loop with a bias toward action and shipping

• Partner with Product, Sales, and Marketing to design customer-first experiences that

differentiate MyRepublic

Cross-Functional Collaboration with IT

• Serve as the primary business owner for CX-facing technology initiatives

• Collaborate day-to-day with engineers, product, and data teams to unblock delivery and

align on priorities

• Establish shared rituals — sprint reviews, roadmap planning, launch retros — to keep CX and

IT tightly aligned

• Serve as the voice of the customer in executive discussions and product decisions

Measurement & Continuous Improvement

• Define and track CX KPIs — NPS, CES, CSAT, journey-level completion rates, and feature

adoption

• Instrument new systems and features to measure impact post-launch

• Close the loop between customer feedback, data, and the product/CX roadmap

People Leadership

• Build, manage, and mentor the Customer Experience team with the urgency and standards

of an early-stage company

• Hire builder-operators, set a high bar, and develop the team through coaching, stretch

ownership, and direct feedback

We think you'll fit in great with us if you:

• Bachelor's degree in Business, Computer Science, or related field preferred.
• 8+ years of progressive experience across CX, product, technical, or founder roles, with demonstrable development or build experience
• Track record of shipping CX systems, digital products, or 0-to-1 ventures that measurably improved customer outcomes
• Experience collaborating with IT and product teams on end-to-end delivery
• Prior founder, co-founder, or technical product leadership experience is strongly preferred
• Hands-on development or technical build background — e.g., software engineering, technical product management, low-code/no-code platform build, or CX/CRM systems implementation
• Strong understanding of customer experience frameworks, journey mapping, and the CX tooling landscape
• Strong project management skills with the ability to drive execution across multiple parallel
• workstreams
• Strong interpersonal and communication skills to influence both technical and non-technical stakeholders
• Strong analytical skills and comfort with data, dashboards, and experimentation

Why Join Us

At MyRepublic, we believe in creating a workplace that values your well-being, growth, and happiness — both in and out of work. Here's what you can look forward to when you join our team:

• Wellness Day - Enjoy 1 wellness day every quarter to rest, recharge, or do something that makes you feel great.
• Industry Leading Family Care Benefits– Time off to care for your loved ones when they need you most.
• Birthday Leave – Celebrate you! Take a day off on your special day.
• Work From Anywhere (WFA) Leave – Up to 20 days a year to work from wherever inspires you.
• Hybrid Work Arrangement – Enjoy flexibility with a mix of office collaboration and remote work.
• Plenty of Fun Events! – From team bonding activities to festive celebrations, there's always something happening to keep the energy high and connections strong.

From being the first to launch 1Gbps broadband plans and the first network optimised broadband service for gaming in Singapore, to crafting workplace practices that put wellbeing at its core, our values guide us in everything we do at MyRepublic. It's the secret sauce that makes us tick. If you espouse the following, we know you would fit in great with us!