Customer Insights & Experience Lead

Metropolitan Bank & Trust Company; Makati; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Metrobank is seeking a Customer Insights professional to lead the design and execution of customer feedback programs, analyze voice data, and deliver actionable insights to improve customer experience. The role requires collaboration with multiple teams and a strong ability to translate findings into business actions.

The candidate should have a 3+ year background in market research or analytics, preferably from a research agency, with solid Power BI experience and cross-functional teamwork to

Qualifications

• Requires 3+ years in market research, customer insights, or analytics, with minimal supervision.
• Experience in a research agency is highly preferred.
• Strong ability to translate insights into business implications and actions.

Responsibilities

• Collaborate with business and service teams to define customer feedback needs and drive improvements.
• Develop and manage customer feedback and experience measurement plans, surveys, and analyses.
• Process and analyze voice data and quantitative studies to extract insights.
• Identify opportunities for service, product, or process improvements based on feedback.
• Coordinate with CFM Platform Manager to implement survey activities and insights.
• Synthesize data from multiple sources to present holistic customer insights.
• Engage third-party partners to align tools, methodologies, and costs with business needs.
• Design and implement customer feedback activities and manage the program’s best practices.
• Deliver regular reports on customer experience measures and journey insights.
• Capture journey insights to inform the CFM Program and support ideation events.

Skills

Market insight

Business acumen

Project management

Data synthesis

Cross-functional collaboration

Education

Bachelor’s degree in Communication Research / Economics / Mathematics / Statistics

Tools

Power BI

Job description

Metrobank is seeking a Customer Insights professional to lead the design and execution of customer feedback programs, analyze voice data, and deliver actionable insights to improve customer experience. The role requires collaboration with multiple teams and a strong ability to translate findings into business actions.

The candidate should have a 3+ year background in market research or analytics, preferably from a research agency, with solid Power BI experience and cross-functional teamwork to