Customer Journey & Channel Engagement Officer

Metrobank; Makati; On-site; PHP 100,000 - 400,000; Full time

Job summary

A leading banking institution is seeking a Customer Journey & Channel Engagement Officer to support the development of customer journey strategies. The role involves enhancing customer experiences, collaborating with teams, and improving banking processes. Candidates should have a background in marketing and strong project management skills. This is an opportunity to grow within a company that values community contributions.

Qualifications

• Preferably with work experience in marketing functions.
• Strong project management experience in branch banking is advantageous.
• Ability to communicate and collaborate with varying seniority levels.

Responsibilities

• Assist in execution of customer engagement strategies.
• Collaborate with teams to gain customer insights.
• Drive customer experience improvement projects.

Skills

Project management

Data-driven decision making

Communication

Collaboration with technical teams

MS Office proficiency

Education

Bachelor's Degree in Business Administration or related field

Job description

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Customer Journey & Channel Engagement Officer

Be #InGoodHands with Metrobank

Here at Metrobank, we don't 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 yo u need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development.

With Metrobank, a meaningful life is within your reach!

Position Title: Customer Journey & Channel Engagement Officer

Job Summary:

TheCustomer Journey & Channel Engagement Officerwill support both the Customer Journey Lead and Channel Engagement Lead in developing a deep understanding of customer journeys within the Bank. This role involves assisting in the design and execution of strategies that enhance commercial customer experiences across various channels, ensuring a seamless and integrated experience. The officer will work closely with cross-functional teams to implement solutions that align with the Bank’s customer engagement standards and strategic goals.

Specific Duties & Responsibilities:

• Assist in theexecution of customer engagement strategiesaimed at improving targeted customer segments and enhancing profitability.
• Collaborate with cross-functional teams to gain insights into customer decision-making processes, behaviors, and preferences, and assist in proposing solutions for a seamless experience.
• Support in overseeing the execution of customer programs and strategies within the Branch channel, ensuring compliance with Bank standards and regulatory policies.
• Assist in re-evaluating and enhancing back-end processes of high-priority branch customer journeys, focusing on streamlining customer interactions.
• Contribute to the implementation of channel execution strategies, ensuring all communications to branches are go-to-market ready, simplified, and aligned with customer scenarios.
• Helpdrive customer experience (CX) improvement projects, such as process redesign, leveraging customer feedback and complaints to inform solutions.
• Perform other related functions that may be assigned from time to time.

Qualifications:

• Preferably with work experience in marketing functions
• Bachelor’s Degree in Business Administration, Communication Arts, Statistics or any related field
• Strong project management experience/skill in branch banking is a great advantage
• Strong MS Office skills/know-how, must be able to make presentations
• Strong ability to drive data, make data-driven decisions
• Ability to communicate and collaborate with various technical team
• Ability to communicate and collaborate with business stakeholders of varying seniority levels is an advantage
• Proactive in providing support

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