Customer Journey And Channel Engagement Officer

Metrobank; Makati; Presencial; PHP 300 000 - 460 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

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Resumo da oferta

Metrobank in Makati seeks a Junior Officer to support the Customer Experience Branch in listening to customer feedback and designing experiences that resonate with customers. You will work with cross-functional teams to guide CX goals, implement solutions aligned with CS/CX standards, and meet evolving customer expectations.

Responsibilities include designing initiatives to address pain points, aligning marketing, sales, product, and service teams, and supporting competency development to

Qualificações

• Experience in designing customer service experiences based on feedback and data.
• Ability to work with marketing, sales, product and service teams.
• Strong analytical and problem-solving skills.

Responsabilidades

• Utilize customer insights to design initiatives that improve service delivery.
• Collaborate with marketing, sales, product and customer service teams for cohesive CX.
• Support competency development and implement CX improvement projects.
• Contribute to channel execution strategies and go-to-market communications.
• Drive CX improvements by redesigning processes based on feedback and complaints.
• Perform other related functions as assigned.

Conhecimentos

Customer insights

CX design

Cross-functional collaboration

Communication skills

Descrição da oferta de emprego

Job Description:

Be #InGoodHands with Metrobank

Here at Metrobank, we dont simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobanks strong heart for the community, you have the chance to give back and make worthwhile contributions to our nations economic and social development.

With Metrobank, a meaningful life is within your reach!

Position Title: Customer Journey & Channel Engagement Officer

Job Summary:

Support the Customer Experience Branch Channel Head in actively listening to customer feedback, customer needs and designing customer service and experiences that resonate with them.

Work closely with cross-functional teams to guide teams to achieve CX goals, implement solutions that align with CS/ CX standards and strategic goals and meet changing customer preferences and expectations.

Specific Duties & Responsibilities:

• Utilize customer insights and branch understanding to design initiatives that enhance customer service delivery and address customer pain points


• Work closely with marketing, sales, product and customer service teams to align efforts and deliver a cohesive customer experience in the branch


• Support Customer Service Competency development and performance improvement through the development and implementation of initiatives and related projects


• Contribute to the implementation of channel execution strategies, ensuring all communications to branches are go-to-market ready, simplified, and aligned with customer scenarios.


• Help drive customer experience (CX) improvement projects, such as process redesign, leveraging customer feedback and complaints to inform enhancements, streamline customer journeys, and improve overall service delivery.


• Perform other related functions that may be assigned from time to time.

Other Details:

Rank: Junior Officer
Unit: Branch Banking Sector / Customer Experience Division / Customer Experience Management Department
Office Location: GT Tower, Ayala Avenue, City of Makati

Requirements: