CUSTOMER EXPERIENCE OFFICER

Bank of the Philippine Islands (BPI); Makati; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Customer Experience Officer for One Wealth to champion client needs by delivering exceptional service and building lasting relationships across wealth management offerings.

You will design customer journeys, leverage data-driven insights, and collaborate with bank units to continually improve the client experience and drive loyalty.

Qualifications

• In-depth understanding of wealth management products, services, and industry regulations.
• Knowledge of customer experience principles, methodologies, and best practices.
• Familiarity with CRM systems, data analytics tools, and digital platforms used to enhance customer interactions.
• Understanding of market trends, competitive landscape, and emerging technologies impacting the wealth management sector.

Responsibilities

• Understand client needs via research with relevant bank units.
• Design customer journey maps to identify touchpoints and opportunities to boost satisfaction and loyalty at each stage.
• Leverage digital technologies and data-driven insights to enhance customer experience, deliver personalized interactions, and anticipate client needs.
• Resolve customer issues as escalation point for complex complaints, coordinating with teams to address concerns promptly.
• Drive continuous improvement by leveraging feedback, market trends, and best practices.

Skills

Wealth management knowledge

CX principles

CRM familiarity

Data analytics

Digital platforms

Tools

CRM systems

Data analytics platforms

Job description

The Customer Experience Officer champions client needs bydelivering exceptional service, driving continuous improvements in servicedelivery, and building strong, long‑term client relationships that contributeto One Wealth’s overall success.

Job Responsibilities:

• Understands client needs either through external or internal research/studies by working with relevant bank units.
• Designs customer journey maps that identify touchpoints and opportunities for enhancing satisfaction and loyalty at each stage.
• Leverages digital technologies and data‑driven insights to enhance customer experience, deliver personalized interactions, and proactively anticipate client needs.
• Resolves customer issues by acting as point of escalation for complex customer complaints, working closely with relevant teams to address concerns promptly and effectively.
• Drives continuous improvement by seeking opportunities to innovate and improve customer experience based on feedback, market trends, and best practices.

Job Qualifications:

• In-depth understanding of wealth management products, services, and industry regulations.
• Knowledge of customer experience principles, methodologies, and best practices.
• Familiarity with CRM systems, data analytics tools, and digital platforms used to enhance customer interactions.
• Understanding of market trends, competitive landscape, and emerging technologies impacting the wealth management sector.