Customer Experience Strategy Lead

Bank of the Philippine Islands (BPI); Makati; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Customer Experience Strategy Officer to develop the Unibank customer strategy through expert business partnering, analysis, and insighting. The role emphasizes deep data understanding, stakeholder collaboration, and guiding interventions that drive customer delight.

Responsibilities include scoping opportunities with stakeholders, crafting business cases, and delivering leadership-ready recommendations on prioritization and timing based on

Qualifications

• Bachelor’s degree in marketing, business administration, finance, economics, data analytics.
• Background in retail banking or managing known customers.

Responsibilities

• Develops understanding of internal data (metrics, reporting tools, data structure) to identify strategic opportunities for customer delight and growth.
• Initiates conversations with stakeholders to scope interventions and innovations for customer obsession and delight.
• Guides project owners in crafting business cases for strategic interventions and innovations.
• Delivers leadership-ready recommendations on prioritization and timing of interventions based on impact.
• Collaborates with CX Design/Operations teams to monitor progress, measure impact, and scale deployed interventions.

Skills

Stakeholder management

Data analytics

Communication

Business partnering

Customer experience

Education

Bachelor’s degree

Job description

Bank of the Philippine Islands (BPI) is seeking a Customer Experience Strategy Officer to develop the Unibank customer strategy through expert business partnering, analysis, and insighting. The role emphasizes deep data understanding, stakeholder collaboration, and guiding interventions that drive customer delight.

Responsibilities include scoping opportunities with stakeholders, crafting business cases, and delivering leadership-ready recommendations on prioritization and timing based on