Customer Experience Manager

Home Credit Philippines; Taguig; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Hybrid work setup

Permanent dayshift schedule

Up to 20% variable performance-based

HMO on Day 1

Mental health coverage

Wellness Leave

Internal Career Mobility

Opportunity to work in international/\

Job summary

Home Credit Philippines is seeking a proactive Customer Experience Lead to bridge gaps between customers and the business, crafting and executing strategies to enhance satisfaction across the journey.

You will monitor experiences across channels, collaborate with departments, and translate insights into action while championing improvements and initiatives.

Qualifications

• Excellent communication skills in English and Tagalog (both spoken and written).
• Expert skills in MS Word, Excel, PowerPoint.
• Expert skills in presenting and storytelling.
• Advanced skills in Process Mapping and Project Management.
• Advanced skills in data analysis, customer insighting, and budget management.

Responsibilities

• Monitor customer experiences across online and offline channels, devices, and interactions; through collaboration with various departments in the company.
• Strategize for solutions to spotted internal and external issues and collaborates with the Head of Customer Experience and other relevant leaders for implementation.
• Develop listening points in the customer journey by heavily using feedback or VOC to support customer segmentation and varying strategies within the company, and identify opportunities for continuous improvement.
• Champions opportunities that contribute to the performance of the assigned department and stream by:
• Expertly understanding the customer journey, including the processes implemented by the various departments that impact this;
• Extrapolating insights based on available data and making strategic decisions and plans of action based from these;
• Determining issues and pain points that impact customers, analyzing root cause, and recommending reasonable and impactful solutions to address these from end-to-end;
• Create programs and initiatives that drive the implementation of these solutions within the company;

Skills

English & Tagalog

Communication

Storytelling

Process Mapping

Project Management

Data analysis

Tools

MS Word

Excel

PowerPoint

Job description

About The Job

Achieve set targets for the Customer Experience Team by bridging the gap between the customers and Home Credit, and developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction within their customer journey.

About The Job

Achieve set targets for the Customer Experience Team by bridging the gap between the customers and Home Credit, and developing and implementing strategies useful in improving customer relationship, dedication, and satisfaction within their customer journey.

What You'll Do

• Monitor customer experiences across online and offline channels, devices, and interactions; through collaboration with various departments in the company;
• Strategize for solutions to spotted internal and external issues and collaborates with the Head of Customer Experience and other relevant leaders for implementation;
• Develop listening points in the customer journey by heavily using feedback or Voice of the Customer (VOC) to support customer segmentation and varying strategies within the company, and identify opportunities for continuous improvement;
• Champions opportunities that contribute to the performance of the assigned department and stream by:
• Expertly understanding the customer journey, including the processes implemented by the various departments that impact this;
• Extrapolating insights based on available data and making strategic decisions and plans of action based from these;
• Determining issues and pain points that impact customers, analyzing root cause, and recommending reasonable and impactful solutions to address these from end-to-end;
• Create programs and initiatives that drive the implementation of these solutions within the company;

What You Need To Have

• Excellent communication skills in English and Tagalog (both spoken and written)
• Expert skills in various computer programs such as MS Word, Excel, PowerPoint
• Expert skills in presenting and storytelling
• Advanced skills in Process Mapping and Project Management
• Advanced skills in data analysis, customer insighting, and budget management

What Can Set You Apart

• Possesses grit, and is a self-starter with a can-do attitude
• Able to quickly adapt and respond to changes in environment and priorities
• Able to manage and organize tasks with minimal supervision
• Driven to learn and strives for self-development
• Can quickly spot and identify issues, analyze root cause, come up with alternative solutions, and make recommendations for implementation

Job Perks You'll Enjoy

• Hybrid work set-up
• Permanent dayshift schedule
• Up to 20% variable performance-based bonus
• HMO on Day 1 / HMO with dependents
• Access to mental health coverage and wellness partners
• Wellness Leave and Birthday Leave benefits
• Internal Career Mobility
• Opportunity to work and train in our international offices

Empower Filipinos with innovative financial solutions at Home Credit Philippines.

At Home Credit Philippines, we believe that everyone has something special to offer. Our motto "No Small Roles, Everyone is Important" is at the heart of everything we do. We think diversity makes our company better and every single job and person here plays a big part in our success.

We're all about creating a welcoming place where everyone feels valued for who they are. This means we make sure that everyone, no matter their background or what they look like, gets a fair chance at jobs, training, and promotions.

When it comes to hiring, everyone gets a fair look. It doesn't matter where you're from, what you believe, who you love, whether you have a disability, or any other or any other condition protected under Philippine laws. If you meet the job requirements, you have a chance to get the job.

Come join us at Home Credit, where diversity fuels our innovation. Here, there are #NoSmallRoles and #EveryoneisImportant.