Customer Experience Architect: Journey & Channel Engagement

Metrobank; Philippines; On-site; PHP 350,000 - 520,000; Full time

Job summary

Metrobank is seeking a Customer Journey & Channel Engagement Officer to support the Customer Experience Branch Channel Head by actively listening to customer feedback, identifying needs, and designing services that resonate with customers.

You will work closely with cross-functional teams—marketing, sales, product and customer service—to ensure a cohesive customer experience in the branch and across channels, and to advance CX initiatives that improve journeys and service delivery.

Responsibilities

• Utilize customer insights and branch understanding to design initiatives that enhance customer service delivery and address customer pain points
• Work closely with marketing, sales, product and customer service teams to align efforts and deliver a cohesive customer experience in the branch
• Support Customer Service Competency development and performance improvement through the development and implementation of initiatives and related projects
• Contribute to the implementation of channel execution strategies, ensuring all communications to branches are go-to-market ready, simplified, and aligned with customer scenarios.
• Help drive customer experience (CX) improvement projects, such as process redesign, leveraging customer feedback and complaints to inform enhancements, streamline customer journeys, and improve overall service delivery.
• Perform other related functions that may be assigned from time to time.

Job description

Metrobank is seeking a Customer Journey & Channel Engagement Officer to support the Customer Experience Branch Channel Head by actively listening to customer feedback, identifying needs, and designing services that resonate with customers.

You will work closely with cross-functional teams—marketing, sales, product and customer service—to ensure a cohesive customer experience in the branch and across channels, and to advance CX initiatives that improve journeys and service delivery.