CUSTOMER EXPERIENCE (CX) DESIGN HEAD

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 3,000,000 - 5,000,000; Full time

Job summary

Bank of the Philippine Islands (BPI) in Manila seeks a senior leader to map customer journeys and drive the Customer Delight program, aligning with WOCO goals and cross‑functional collaboration across product, marketing, and operations.

The Head will mentor teams, design processes, produce customer‑centric communications, and ensure policy compliance while managing budgets and reporting to senior leadership.

Qualifications

• Bachelor’s degree in marketing, business administration, finance, economics, data analytics
• Experience in retail banking or managing customer journeys is preferred
• Leads customer delight initiatives and cross-functional programs
• Strong communication and collaboration across units and partners
• Ability to mentor and guide teams and manage budgets and policy adherence

Responsibilities

• Map customer journeys and micro-journeys for Customer Delight projects
• Design and implement projects to improve customer experience
• Develop communications materials for projects and cascades
• Guide and train colleagues on customer delight thinking and journey methodology
• Collaborate with product groups, stakeholders, and partners to support initiatives
• Mentor and coach direct reports and manage career development
• Ensure compliance with bank policies and mandatory trainings for team
• Manage team expenses to meet budget parameters

Skills

Journey mapping

Leadership

Cross-functional collaboration

Project management

Communication skills

Mentoring

Analytics

Attention to detail

Problem solving

Education

Bachelor’s degree in marketing, business administration, finance, economics, or data analytics

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 management
• Strong 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