Customer Experience Specialist

Michael Page; Philippines; On-site; PHP 500,000 - 900,000; Full time

Job summary

Michael Page is seeking a Customer Experience professional to drive real-time feedback analytics and own NPS programmes across key touchpoints in the financial services sector.

The role focuses on listening, learning, and acting to continuously improve CX, translating insights into actionable improvements and collaborating with stakeholders to design CX action plans.

Qualifications

• Bachelor’s degree in Business, Marketing, or related field.
• 3–5+ years in Customer Experience / Customer Insights roles.
• Hands-on experience with NPS and customer feedback management tools.
• Strong analytical skills with ability to translate insights into action.
• Proven stakeholder management and communication skills.
• Exposure to financial services or similar industries is an advantage.

Responsibilities

• Own and manage real-time customer satisfaction surveys across key touchpoints.
• Establish and drive a listen-learn-act framework for continuous CX improvement.
• Analyse customer feedback and business data to identify root causes and opportunities.
• Partner with cross-functional stakeholders to design and implement CX action plans.
• Maintain customer journey maps aligned with desired experience outcomes.
• Ensure effective service recovery processes for negative feedback and escalations.

Skills

NPS tools

Analytical thinking

Stakeholder management

Communication skills

Education

Bachelor's degree in Business/Marketing

Tools

NPS / feedback management tools

Job description

• Drive CX impact through real‑time feedback and analytics
• Own NPS programmes and influence cross‑functional action

• Drive CX impact through real‑time feedback and analytics
• Own NPS programmes and influence cross‑functional action

About Our Client

They are a leading organisation within the financial services sector, focused on delivering best‑in‑class customer experience through data-driven insights and continuous service improvement initiatives. The company is known for its commitment to providing high‑quality services and solutions tailored to meet customer needs.

Job Description

• Own and manage real‑time customer satisfaction surveys across key touchpoints
• Establish and drive a listen‑learn‑act framework for continuous CX improvement
• Analyse customer feedback and business data to identify root causes and opportunities
• Partner with cross‑functional stakeholders to design and implement CX action plans
• Maintain customer journey maps aligned with desired experience outcomes
• Ensure effective service recovery processes for negative feedback and escalations

The Successful Applicant

• Bachelor's degree in Business, Marketing, or related field
• 3-5+ years in Customer Experience / Customer Insights roles
• Hands‑on experience with NPS and customer feedback management tools
• Strong analytical skills with ability to translate insights into action
• Proven stakeholder management and communication skills
• Exposure to financial services or similar industries is an advantage

What's on Offer

• Opportunity to drive meaningful customer experience transformation initiatives
• Collaborative environment with strong stakeholder engagement exposure
• Growth in analytics, CX strategy, and customer journey optimisation
• Competitive salary package

Contact: Kyzer Campos

Quote job ref: JN-072026-7061826