If you have just started a new game and are creating a new character and are not seeing the character load on the screen, please use the create avatar button to create a generic avatar and move to the next screen.

Though the customization options did not load here, you will be able to make change to your customization following the introductory scenes of the game.

Once you have the option, tap the Player Profile icon in the top left corner and then tap on the coat hanger icon to access the avatar customization menu.