Customer Experience Manager (Bank) - Makati - UP to 170k

weSource Management Consultancy Firm; Makati; On-site; PHP 153,000 - 187,000; Full time

Job summary

A consulting firm is seeking a Customer Experience Manager for a position in Makati, focusing on enhancing customer interactions within a local bank. The role involves developing customer experience strategies, gathering feedback, and improving service processes. Candidates should have over 5 years of relevant banking experience and excellent communication and problem-solving skills. This is a senior management level role, requiring onsite presence Monday to Friday.

Qualifications

• Minimum of at least 5 years of relevant experience in the local banking industry.
• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making skills.

Responsibilities

• Developing and implementing a customer experience strategy.
• Understanding and analyzing customer touchpoints.
• Gathering and analyzing customer feedback.

Skills

Communication

Analytical thinking

Problem-solving

Leadership

Empathy

Adaptability

Project management

Job description

Overview

Customer Experience Manager (Bank) - Makati - UP to 170k

About the job

We are looking for a Customer Experience Manager for our Local Bank client in Makati

Role: Customer Experience Manager
Industry: Banking
Salary: up to 170k
Set up: Onsite in Makati
Schedule: Mon to Fri, dayshift
Level: Senior Manager
Minimum of at least 5 years of relevant experience in the local banking industry

Responsibilities

1. Strategy development: Developing and implementing a customer experience strategy aligned with the organization's goals and objectives.
2. Customer journey mapping: Understanding and analyzing the various touchpoints and interactions customers have with the company to identify areas for improvement.
3. Feedback management: Gathering and analyzing customer feedback through surveys, focus groups, and other methods to identify areas of improvement and opportunities for enhancing the customer experience.
4. Process improvement: Collaborating with different teams and departments to streamline processes and remove any barriers or friction points that might negatively impact the customer experience.
5. Training and development: Providing guidance and training to employees on delivering exceptional customer service and maintaining consistent service standards.
6. Performance measurement: Establishing key performance indicators (KPIs) and metrics to measure customer satisfaction, loyalty, and the overall success of customer experience initiatives.
7. Customer advocacy: Advocating for the voice of the customer within the organization and ensuring that customer-centricity is embedded in the company culture.

Skills

1. Communication: Excellent verbal and written communication skills to effectively convey information and interact with customers and internal stakeholders.
2. Analytical thinking: Ability to analyze customer data, feedback, and market trends to identify patterns, insights, and opportunities for improvement.
3. Problem-solving: Strong problem-solving and decision-making skills to address customer issues and find effective solutions.
4. Leadership: Ability to lead cross-functional teams and collaborate with different departments to achieve customer experience goals.
5. Empathy: Empathetic understanding of customer needs, concerns, and emotions to deliver personalized and empathetic customer service.
6. Adaptability: Flexibility to adapt to changing customer needs and market dynamics, and to quickly implement adjustments in strategies and processes.
7. Project management: Strong organizational and project management skills to prioritize tasks, meet deadlines, and manage multiple customer experience initiatives simultaneously.