Customer Experience & Transformation Lead

RCBC; Makati; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

RCBC Wealth Management Group is seeking a Customer Experience and Project Officer to support strategic CX initiatives, enhance client journeys, and embed customer-centric practices across RCBC Wealth. The role contributes to CX transformation programs, manages NPS and CSAT programs, and drives process and digital innovations for a best-in-class experience.

You will collaborate across functions, ensure governance, and help maintain compliance while delivering measurable improvements in service

Qualifications

• Bachelor's degree in Business, IT, or related quantitative field.
• Deep understanding of CX principles, client journey mapping, Lean Six Sigma, and project/program management.
• 3–5 years of CX, business transformation, process improvement, or project management experience, preferably in financial services.

Responsibilities

• Develop CX strategy and design initiatives across RCBC Wealth Management.
• Lead transformation and process re-engineering projects.
• Collaborate cross-functionally and manage change across the organization.
• Track governance and performance metrics for CX programs.
• Ensure compliance and risk management within CX initiatives.

Skills

CX principles

Client journey mapping

Process improvement

Project/Program management

Education

Bachelor's degree in Business, Information Technology, or related field

Job description

RCBC Wealth Management Group is seeking a Customer Experience and Project Officer to support strategic CX initiatives, enhance client journeys, and embed customer-centric practices across RCBC Wealth. The role contributes to CX transformation programs, manages NPS and CSAT programs, and drives process and digital innovations for a best-in-class experience.

You will collaborate across functions, ensure governance, and help maintain compliance while delivering measurable improvements in service