CUSTOMER EXPERIENCE OFFICER

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 500,000 - 900,000; 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. The role focuses on designing customer journeys, leveraging digital tech and data-driven insights, and continuously improving satisfaction and loyalty across touchpoints.

The candidate will resolve complex issues, collaborate with bank units, and drive innovations in customer experience based on feedback and

Qualifications

• In-depth understanding of wealth management products, services, and regulations.
• Knowledge of customer experience principles, methodologies, and best practices.
• Familiarity with CRM systems, data analytics, and digital platforms used to enhance interactions.

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.

Skills

Wealth management knowledge

Customer experience principles

CRM systems

Data analytics

Tools

CRM systems

Data analytics tools

Digital platforms

Job description

The Customer Experience Officer champions client needs by delivering exceptional service, driving continuous improvements in service delivery, and building strong, long‑term client relationships that contribute to 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.