Change Management Lead: Customer Experience Transformation

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

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