Customer Experience Change Leader

Nextcare; Makati; On-site; PHP 420,000 - 540,000; Full time

Job summary

Allianz Partners is seeking a Customer Experience professional in Makati to lead CX initiatives, survey detractors, and drive customer-centric improvements across the organisation. The role focuses on embedding customer insights into performance measures, working with operational teams to enhance service delivery and satisfaction.

The candidate will collaborate on Voice of the Customer programmes, track KPIs, and promote continuous cultural change to place the end user at the center of decision

Qualifications

• Fluency in English is essential for verbal and written communication.
• Strong communication and interpersonal skills are required.
• Experience with project management and process improvement is beneficial.
• Analytical thinking and problem-solving are important for driving customer insights.

Responsibilities

• Conduct and manage customer experience surveys and Close the Loop processes.
• Promote customer experience strategy and programmes across the organisation.
• Drive customer-centric initiatives and track impact on CX metrics.
• Collaborate with operations to improve performance and quality frameworks.
• Contribute to Voice of the Customer programmes and KPI development.
• Support learning and development to drive cultural change focused on customers.

Skills

English fluency

Communication skills

Project management

Analytical thinking

Tools

MS Office

Job description

Allianz Partners is seeking a Customer Experience professional in Makati to lead CX initiatives, survey detractors, and drive customer-centric improvements across the organisation. The role focuses on embedding customer insights into performance measures, working with operational teams to enhance service delivery and satisfaction.

The candidate will collaborate on Voice of the Customer programmes, track KPIs, and promote continuous cultural change to place the end user at the center of decision