Chatbot Channel Lead — CX, Analytics & Strategy

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Bank of the Philippine Islands (BPI) seeks a CRM Chatbot Channel Officer to oversee the chatbot channel, ensuring engaging, accurate responses and effective customer service delivery.

You will collaborate with Marketing, Contact Center, Segment, Product, and IT teams to align chatbot capabilities with business goals, analyze performance data, and drive improvements.

The role requires strong leadership, data-driven decision making, and the ability to manage projects and upskill the team.

Qualifications

• Bachelor’s degree in marketing, business, mathematics, information technology or similar fields.
• Experience in channel management, digital engagement, customer service or project management.
• Knowledgeable in managing and optimizing chatbot or digital communication channels.
• Familiarity with chatbot platforms, natural language processing (NLP) or AI technologies is an advantage.
• Creative thinker, analytical, and can use data in making recommendations and decisions.
• Strong leadership skills with the ability to guide and motivate a team toward achieving set objectives.
• Excellent interpersonal and collaboration skills to work cross-functionally.
• Solid 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

• Overseeing the development, optimization, and effectiveness of the chatbot channel to enhance service efficiency, customer engagement, and customer experience.
• Supporting the channel management team that ensures the chatbot delivers accurate, relevant, and timely responses that align with customer needs and organizational objectives.
• Driving capability-building efforts to expand channel use cases and strengthen partnerships across the bank.
• Support the day-to-day operations of the bank’s chatbot channel management team, providing guidance and direction for effective execution of responsibilities.
• Analyze customer interaction and channel performance data to identify insights, opportunities and areas for conversational flows and overall customer experience.
• Develop and maintain processes to evaluate chatbot performance, track key metrics, and identify training needs for continuous improvement.
• Ensure chatbot interactions are up-to-date, relevant, and maintain a good quality, natural, and engaging conversational flows.
• Ensure the regular review and enhancement of the chatbot’s training, ensuring accuracy and improved response quality.
• Optimize existing conversation flows and identify new ones that enable customer self-service journeys while upholding excellent customer experience.
• Collaborate with cross-functional teams within Marketing, Contact Center, Segment, and Product teams, and IT to understand organization needs and align chatbot capabilities with business objectives.
• Develop and implement strategies to optimize the bank’s chatbot channel’s effectiveness in alignment with company objectives and customer experience standards.
• Provide regular updates to stakeholders on chatbot performance, insights, and future development plans.
• Manage projects that may be assigned in line with the role’s responsibilities

Skills

Channel management

Digital engagement

Customer service

Project management

NLP knowledge

Analytical thinking

Leadership

Cross-functional collaboration

Communication skills

Education

Bachelor’s degree in marketing, business, mathematics, information technology or similar fields

Tools

Chatbot platforms

NLP/AI technologies

Data analytics tools

Job description

Bank of the Philippine Islands (BPI) seeks a CRM Chatbot Channel Officer to oversee the chatbot channel, ensuring engaging, accurate responses and effective customer service delivery.

You will collaborate with Marketing, Contact Center, Segment, Product, and IT teams to align chatbot capabilities with business goals, analyze performance data, and drive improvements.

The role requires strong leadership, data-driven decision making, and the ability to manage projects and upskill the team.