Customer Experience Transformation Lead

RAFI MICRO-FINANCE; Cebu City; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

RAFI Microfinance is seeking a Customer Experience Lead to establish and lead the enterprise-wide CX function. The role will develop the CX strategy, leverage insights to improve services, and champion customer-centric transformation across the organization.

The candidate will drive customer journeys, governance, and performance measurement, ensuring inclusive, seamless experiences for borrowers, clients, and employees. A strong focus on change management and data-driven initiatives is essential.

Qualifications

• Bachelor's degree in a related field (Business, Marketing, or Engineering).
• 5+ years of progressive experience in Customer Experience or related fields.
• Experience in customer journey mapping, research, and improvement initiatives.
• Strong analytical and problem-solving skills with ability to translate insights into actions.
• Experience working with cross-functional teams and diverse stakeholders.
• Excellent communication, facilitation, presentation, and influencing skills.

Responsibilities

• Establish and manage Voice of Customer (VoC) and Voice of Workforce programs.
• Gather, analyze, and synthesize customer feedback and journey insights.
• Identify pain points and opportunities for experience improvements.
• Provide actionable CX insights and recommendations to management.
• Develop listening mechanisms to support informed decision-making.
• Map, maintain, and improve priority customer journeys across borrower, client, and workforce experiences.
• Lead enterprise-wide CX improvement and transformation initiatives.
• Partner with business units to simplify processes and enhance service delivery.
• Integrate CX principles into projects, process redesign, and continuous improvement.
• Drive governance, standards, and monitoring of CX metrics and KPIs.
• Foster stakeholder engagement and capability-building in CX methodologies.

Skills

Customer Experience

Customer Insights

Service Design

Process Improvement

Organizational Transformation

Change Management

Education

Business Administration

Marketing

Industrial Engineering

Management Engineering

Psychology

Job description

RAFI Microfinance is seeking a Customer Experience Lead to establish and lead the enterprise-wide CX function. The role will develop the CX strategy, leverage insights to improve services, and champion customer-centric transformation across the organization.

The candidate will drive customer journeys, governance, and performance measurement, ensuring inclusive, seamless experiences for borrowers, clients, and employees. A strong focus on change management and data-driven initiatives is essential.