CUSTOMER EXPERIENCE CX DESIGN HEAD

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 3,000,000 - 6,000,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Customer Experience Design Head to map customer journeys across Delight projects and craft customer-centric communications. You will coordinate with consultants and lead workshops, cadences, and workstreams within BPI to advance the division’s goals.

The role requires leadership in CX, expertise in process improvement, and the ability to train teams while ensuring compliance with internal policies.

Qualifications

• Bachelor's degree in marketing, business administration, finance, economics, or data analytics.
• Experience in retail banking or managing known customers.
• Background in financial products/services, retail, or FMCG.
• Strong knowledge of customer experience and process improvement.
• Exposure to CX programs, marketing, data analytics.
• Knowledge of bank products and services.
• Strong interpersonal and collaboration skills.
• Excellent verbal and written communication.
• Expertise in performance measurement and appraisal.
• Detail-oriented with ability to spot optimization opportunities.
• Innovative with creative problem-solving.
• Up-to-date with industry trends.
• Effective team management and leadership.
• Comfortable presenting to senior leadership.

Responsibilities

• Maps the customer journey and micro-journeys for Customer Delight projects to create a better customer experience.
• Designs projects to implement / enhance / improve the customer experience.
• Develops communication materials for projects and cascades for necessary parties.
• Guides and trains lateral counterparts and other units on customer delight thinking and customer journey methodology.
• Collaborates with product groups, internal stakeholders, external partners, and other relevant units to support initiatives.
• Mentors and coaches direct reports in accomplishing assigned projects.
• Instructs direct reports to comply with the bank’s internal policies and guidelines.
• Ensures competency and mandatory trainings are taken by direct reports and guides his/her career path.
• Guides direct reports through timely feedback, performance appraisal, and evaluation.
• Manages the team’s expenses to meet the division’s budget parameters.

Skills

Customer experience

Leadership

Marketing

Data analytics

Project management

Communication

Banking knowledge

Education

Bachelor's degree in marketing/business/finance

Job description

Job Description:

The Customer Experience Design Head maps the customer journeys and micro-journeys of Customer Delight projects and develop programs to improve customer experience. Crafts communications materials that would be effective and customer centric, following the WOCO and customer delight goals of BPI. Coordinates with and acts as BPI’s primary contact for consultants and leads customer delight workshops, customer workstream groups, and customer delight cadences within BPI.

Responsibilities

• Maps the customer journey and micro-journeys of Customer Delight projects to create a better customer experience
• Designs projects to implement / enhance / improve the customer experience
• Develops communication materials for projects and cascades for necessary parties
• Guides and trains lateral counterparts and other units on customer delight thinking and customer journey methodology
• Collaborates with product groups, internal stakeholders, external partners, and other relevant units of the Unibank to support the initiatives and projects of the division
• Mentors and coaches direct reports in accomplishing assigned projects
• Instructs direct reports to comply with the bank’s internal policies and guidelines
• Ensures that competency and mandatory trainings are taken by direct reports and guides his/her career path
• Guides direct reports through timely feedback, performance appraisal, and evaluation
• Manages the team’s expenses to meet the division’s budget parameters

Qualifications

• Bachelor’s degree in marketing, business administration, finance, economics, data analytics
• Background and leadership experience in retail banking or any industry dealing with known customers, including the management thereof
• Ideally from industries such as financial products/services, retail, or fast-moving consumer goods
• Preferably in the areas of traditional/digital marketing, sales, branch banking or business development, customer service, project management, business transformation
• Experience in customer experience or process management and improvement, with strong knowledge and passion for customer delight
• Exposure on Customer Experience & Customer Program, Marketing, Market Research, Data Analytics
• Knowledge on bank products and services
• Exposure to Business transformation, process improvement projects, risk managementStrong interpersonal and collaboration skills to work cross-functionally
• Excellent verbal and written communication skills
• Expertise on performance measurement and appraisal
• Sharp attention to detail and ability to spot optimization opportunities
• Innovative mindset with the ability to think creatively and problem-solve
• Updated on Industry / Market trends and competition
• Effective team manager, with the ability to engage and drive team’s actions and success
• Comfortable with preparing reports for senior leadership and presenting project results

Requirements: