Customer Experience Lead

RAFI MICRO-FINANCE; Cebu City; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

RAFI Microfinance is seeking a Customer Experience Lead to establish and lead the enterprise-wide CX function. The role will develop the CX strategy, leverage insights to improve services, and champion customer-centric transformation across the organization.

The candidate will drive customer journeys, governance, and performance measurement, ensuring inclusive, seamless experiences for borrowers, clients, and employees. A strong focus on change management and data-driven initiatives is essential.

Qualifications

• Bachelor's degree in a related field (Business, Marketing, or Engineering).
• 5+ years of progressive experience in Customer Experience or related fields.
• Experience in customer journey mapping, research, and improvement initiatives.
• Strong analytical and problem-solving skills with ability to translate insights into actions.
• Experience working with cross-functional teams and diverse stakeholders.
• Excellent communication, facilitation, presentation, and influencing skills.

Responsibilities

• Establish and manage Voice of Customer (VoC) and Voice of Workforce programs.
• Gather, analyze, and synthesize customer feedback and journey insights.
• Identify pain points and opportunities for experience improvements.
• Provide actionable CX insights and recommendations to management.
• Develop listening mechanisms to support informed decision-making.
• Map, maintain, and improve priority customer journeys across borrower, client, and workforce experiences.
• Lead enterprise-wide CX improvement and transformation initiatives.
• Partner with business units to simplify processes and enhance service delivery.
• Integrate CX principles into projects, process redesign, and continuous improvement.
• Drive governance, standards, and monitoring of CX metrics and KPIs.
• Foster stakeholder engagement and capability-building in CX methodologies.

Skills

Customer Experience

Customer Insights

Service Design

Process Improvement

Organizational Transformation

Change Management

Education

Business Administration

Marketing

Industrial Engineering

Management Engineering

Psychology

Job description

As one of the leading microfinance institutions in the Philippines, RAFI Microfinance serves underserved communities through accessible, responsive, and impactful financial solutions. As we continue our transformation journey, we are committed to creating customer experiences that are simple, inclusive, and meaningful for the people we serve.

We are looking for a Customer Experience Lead to establish and lead our Customer Experience (CX) function. This strategic role will develop and drive the enterprise-wide customer experience strategy, leverage customer insights to improve services, and champion customer-centric transformation initiatives across the organization.

If you are passionate about driving meaningful change through customer experience, data-driven decision-making, and service innovation, this is an opportunity to make a lasting social and business impact.

The Customer Experience Lead plays a critical role in advancing RAFI Microfinance's mission of financial inclusion by:

• Ensuring customer and employee voices are integrated into organizational decision-making.
• Identifying barriers and pain points that impact access to financial services.
• Designing and improving customer journeys that are inclusive, seamless, and easy to navigate.
• Driving initiatives that reduce customer effort and improve service delivery.
• Building a customer-first culture across the organization.
• Using insights and data to improve customer engagement, trust, satisfaction, and long-term success.

Key Responsibilities

Customer Insights & Voice of Customer

• Establish and manage Voice of Customer (VoC) and Voice of Workforce programs.
• Gather, analyze, and synthesize customer feedback, journey insights, and experience data.
• Identify customer pain points, unmet needs, and experience improvement opportunities.
• Generate actionable customer experience insights and recommendations for management and leaders.
• Develop customer listening mechanisms that support informed decision-making.

Customer Journey Management

• Map, maintain, and continuously improve priority customer journeys.
• Identify critical moments that matter across borrower, client, and workforce experiences.
• Assess opportunities and prioritize journey improvements based on customer impact and business value.
• Facilitate cross-functional workshops and journey redesign initiatives.
• Collaborate with stakeholders to ensure customer journeys align with organizational objectives and customer expectations.

Customer Experience Transformation

• Lead enterprise-wide customer experience improvement and transformation initiatives.
• Partner with business units to simplify processes, reduce customer effort, and enhance service delivery.
• Integrate customer experience principles into projects, process redesign, and continuous improvement activities.
• Support organizational change management and adoption efforts for customer-centric initiatives.
• Drive innovation and service improvements that create measurable customer and business outcomes.

Experience Governance & Measurement

• Develop and implement customer experience standards, frameworks, and governance practices.
• Establish customer experience policies, metrics, scorecards, and reporting mechanisms.
• Monitor organizational performance against customer experience KPIs.
• Provide regular performance insights and recommendations to management and governance committees.
• Ensure customer experience practices are embedded consistently across the organization.

Stakeholder Engagement & Capability Building

• Partner with leaders and business units to foster customer-centric behaviors and practices.
• Facilitate customer experience workshops, journey reviews, and capability-building sessions.
• Promote a culture that prioritizes customer needs and continuous improvement.
• Build organizational awareness and capability in customer experience methodologies and best practices.
• Serve as a trusted advisor on customer experience strategy and transformation.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, Industrial Engineering, Management Engineering, Psychology, or a related field.
• At least 5 years of progressive experience in Customer Experience, Customer Insights, Service Design, Business Excellence, Process Improvement, Organizational Transformation, or related fields.
• Demonstrated experience in customer journey mapping, customer research, and experience improvement initiatives.
• Strong analytical and problem-solving skills with the ability to translate insights into actionable recommendations.
• Experience working with cross-functional teams and managing diverse stakeholder groups.
• Excellent communication, facilitation, presentation, and influencing skills.
• Strong project and change management capabilities.
• Ability to drive strategic initiatives while balancing customer needs and business objectives.

Professional certifications in any of the following areas are highly desirable: Certified Customer Experience Professional (CCXP), Customer Experience Professionals Association (CXPA) Certifications, Service Design, Journey Mapping, Design Thinking, Lean Six Sigma or Continuous Improvement methodologies