Change Management Lead

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Change Management Lead to steer the organizational transformation for the Customer Experience Platform, aligning stakeholders, communications, training, and adoption initiatives. You will drive adoption of CRM modernization, hyperpersonalized campaigns, and journey orchestration to improve customer experiences, operational efficiency, and growth.

The role demands senior leadership, cross-functional collaboration, and strong data-driven decision

Qualifications

• Bachelor’s degree in Business Administration, Management or related field
• 5–10 years' experience in Project or Program Management
• Proven track record in Change Management and Organizational Transformation
• 5 years in Customer Experience, CRM, Digital Transformation or related fields
• 3 years in leadership and team management within Banking or CRM contexts
• Familiarity with hyperpersonalization strategies, customer journey orchestration
• Strong data-driven decision making and analytical thinking
• Excellent verbal and written communication, and cross-functional collaboration

Responsibilities

• Support adoption of hyperpersonalized campaigns within the Customer Experience Platform
• Implement, test, and optimize multi-channel customer journeys with cross-functional teams
• Enable experimentation initiatives, including A/B tests, pilots, and proofs-of-concepts
• Drive business readiness through onboarding, training, and stakeholder support
• Monitor campaign performance, adoption, engagement, and conversion metrics
• Develop reports, dashboards, and insights to support data-driven decisions
• Promote continuous improvement by documenting best practices and scalable solutions

Skills

Change management

Project leadership

Stakeholder management

Communication

Data-driven decisions

Collaboration

Problem solving

Adaptability

Education

Bachelor’s degree in Business Administration/related field

Tools

CRM platforms

Marketing Automation

Analytics tools

Job description

Job Description

The Change Management Lead spearhead's the organizational transformation required to maximize the value of the Bank's Customer Experience Platform by driving stakeholder alignment, communications, training, readiness, adoption, and benefits realization initiatives.

The role ensures successful adoption of CRM modernization, campaign hyperpersonalization, customer journey orchestration, and customer-centric ways of working, resulting in improved customer experiences, operational efficiency, and sustainable business growth.

Responsibilities

• Support adoption of hyperpersonalized campaigns within the Customer Experience Platform.
• Implement, test, and optimize multi-channel customer journeys with cross-functional teams.
• Enable experimentation initiatives, including A/B tests, pilots, and proof-of-concepts.
• Drive business readiness through onboarding, training, and stakeholder support.
• Monitor campaign performance, adoption, engagement, and conversion metrics.
• Develop reports, dashboards, and insights to support data-driven decisions.
• Promote continuous improvement by documenting best practices and scalable solutions.

Qualifications

• Bachelor’s degree in Business Administration, Management, Organizational Development, Industrial Engineering, Psychology, Communications, Human Resources, Marketing, or related field
• 5-10 years' experience in Project or Program Management
• Proven track record in Change Management and Organizational Transformation
• 5 years in Customer Experience, CRM, Digital Transformation, Process Improvement or Organizational Development
• 3 years in leadership and team management preferrably in Banking, Financial Services, Martech, CRM Platforms, Customer Journey Orchestration, Marketing Technology
• Familiarity with Hyperpersonalization Strategies, Customer Journey Orchestration, and Customer Lifecycle Management
• Creative thinker, analytical, and can use data in making recommendations and decisions
• Strong interpersonal and collaboration skills to work cross-functionally
• Excellent verbal and written communication skills
• Ability to work independently and thrive in a dynamic team environment
• Sharp attention to detail and ability to spot optimization opportunities
• Innovative mindset with the ability to think creatively and problem-solve
• Open to new learning and doing things differently