CHANGE MANAGEMENT LEAD

bank of the philippine islands (bpi); Philippines; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Change Management Lead to drive transformation and maximize value from the Customer Experience Platform. The role focuses on stakeholder alignment, communications, training, readiness, adoption, and benefits realization initiatives.

The successful candidate will guide adoption of hyperpersonalized campaigns, orchestrate customer journeys, and promote data-driven decision making across a banking environment.

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

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

Skills

Change management

Stakeholder management

Data-driven decisions

Cross-functional collaboration

Communication skills

Analytical thinking

Independent work

Education

Bachelor’s degree in Business Administration/Management/Organizational Development/Industrial Engineering/Psychology/Communications/HR/Marketing

Tools

CRM platforms

Marketing technology

Customer journey orchestration

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