Customer Experience Manager (Bank) - Makati - UP to 200K

weSource Management Consultancy Firm; Makati; On-site; PHP 2,031,120 - 2,432,880; Full time

Job summary

A consultancy firm is seeking a Customer Experience Manager for a banking client in Makati. This role involves developing and implementing customer experience strategies, analyzing journey touchpoints, and advocating for customer needs. Ideal candidates should havestrong skills in communication, analytical thinking, and project management. The position is on-site in Makati, offering a salary of up to 200k. This is a great opportunity for those passionate about enhancing customer experiences in the banking industry.

Responsibilities

• Develop and implement a customer experience strategy aligned with organizational goals.
• Analyze customer journey touchpoints to identify areas for improvement.
• Gather and analyze customer feedback to enhance the customer experience.
• Collaborate with teams to streamline processes for better customer experiences.
• Train employees on exceptional customer service standards.
• Establish KPIs to measure customer satisfaction and loyalty.
• Advocate for customer-centricity within the organization.

Skills

Communication

Analytical thinking

Problem-solving

Leadership

Empathy

Adaptability

Project management

Job description

Overview

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

Role: Customer Experience Manager
Industry: Banking
Salary: up to 200k
Set up: Onsite in Makati
Schedule: Mon to Fri, dayshift

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.