CUSTOMER EXPERIENCE OFFICER

Bank of the Philippine Islands (BPI); Philippines; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

The Bank of the Philippine Islands (BPI) is seeking a Customer Experience Officer to champion 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.

The role emphasizes designing customer journeys, leveraging CRM systems and data analytics to personalize interactions, resolving complex issues, and proactively enhancing satisfaction and loyalty across

Qualifications

• Wealth management product and regulatory knowledge.
• Understanding of customer experience principles and best practices.
• Familiarity with CRM, data analytics, and digital platforms.
• Knowledge of market trends and wealth tech.

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 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.