Customer Experience Strategy Lead

Bank of the Philippine Islands (BPI)

Manila

On-site

PHP 900,000 - 1,200,000

Full time

3 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Bank of the Philippine Islands (BPI) seeks a Customer Experience Strategy Officer to help shape the customer strategy through deep data insights and strong business partnering. You will work with CX Design, CX Operations, and project teams to identify opportunities, build business cases, and deliver interventions that enhance customer delight and growth.

A background in banking or customer-facing industries, plus skills in analytics, CRM, and agile methods, will support ongoing customer-centric

Qualifications

Bachelor’s degree in marketing, business administration, finance, economics or data analytics.
Experience in retail banking or customer management is preferred.
Strong skills in CRM, market research and data analytics are beneficial.
Familiarity with project management, Agile, Design Thinking and customer programs.

Responsibilities

Develops deep understanding of internal/external data to identify opportunities for customer delight and business growth.
Leads conversations with stakeholders to scope interventions and innovations for customer obsession.
Guides business cases for strategic interventions and supports prioritization decisions.
Delivers leadership-ready recommendations on timing of interventions based on impact.
Collaborates with CX Design, CX Operations, and project teams to monitor progress and measure impact.
Coordinates best practices for scaling customer-delight initiatives across the business.