Customer Journey & Channel Engagement Officer

Metrobank; Manila; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

Metrobank is seeking a Customer Journey & Channel Engagement Officer to support the Customer Experience Branch Channel Head, listening to customer feedback and designing service experiences that resonate with customers.

You will work with marketing, sales, product and customer service teams to align efforts, implement CX standards, drive improvement projects, and help guide channel execution strategies across branches.

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.

Job description

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 you 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:

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