CX DESIGN HEAD

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 2,400,000 - 4,200,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Customer Experience Design Head to map customer journeys, design CX projects and craft communications that align with BPI's customer delight goals. The role coordinates with consultants and leads workshops, workstreams, and cadences within the bank.

The successful candidate will mentor teams, ensure policy compliance, and drive cross-functional initiatives to enhance the customer experience and business impact.

Qualifications

• Bachelor’s degree or higher in marketing, business, finance, economics or data analytics.
• Strong leadership and collaboration skills across functions.
• Demonstrated experience in customer experience or process improvement.

Responsibilities

• Map customer journeys and micro-journeys for Customer Delight projects to enhance experience.
• Design projects to implement or improve customer experiences.
• Develop communications materials for projects and cascade to stakeholders.
• Mentor and coach direct reports and ensure policy compliance.
• Collaborate with product groups, internal and external teams to support division initiatives.
• Prepare reports for senior leadership and present project results.

Skills

Leadership

Cross-functional collaboration

Verbal and written communication

Performance measurement

Problem solving

Customer experience mindset

Education

Bachelor's degree in marketing, business administration, finance, economics, data analytics

Job description

Job Description:

The Customer Experience Design Head maps the customer journeys and micro-journeys of Customer Delight projects and develop programs to improve customer experience. Crafts communications materials that would be effective and customer centric, following the WOCO and customer delight goals of BPI. Coordinates with and acts as BPI’s primary contact for consultants and leads customer delight workshops, customer workstream groups, and customer delight cadences within BPI.

Responsibilities

• Maps the customer journey and micro-journeys of Customer Delight projects to create a better customer experience
• Designs projects to implement / enhance / improve the customer experience
• Develops communication materials for projects and cascades for necessary parties
• Guides and trains lateral counterparts and other units on customer delight thinking and customer journey methodology
• Collaborates with product groups, internal stakeholders, external partners, and other relevant units of the Unibank to support the initiatives and projects of the division
• Mentors and coaches direct reports in accomplishing assigned projects
• Instructs direct reports to comply with the bank’s internal policies and guidelines
• Ensures that competency and mandatory trainings are taken by direct reports and guides his/her career path
• Guides direct reports through timely feedback, performance appraisal, and evaluation
• Manages the team’s expenses to meet the division’s budget parameters

Qualifications

• Bachelor’s degree in marketing, business administration, finance, economics, data analytics
• Background and leadership experience in retail banking or any industry dealing with known customers, including the management thereof
• Ideally from industries such as financial products/services, retail, or fast-moving consumer goods
• Preferably in the areas of traditional/digital marketing, sales, branch banking or business development, customer service, project management, business transformation
• Experience in customer experience or process management and improvement, with strong knowledge and passion for customer delight
• Exposure on Customer Experience & Customer Program, Marketing, Market Research, Data Analytics
• Knowledge on bank products and services
• Exposure to Business transformation, process improvement projects, risk management
• Strong interpersonal and collaboration skills to work cross-functionally
• Excellent verbal and written communication skills
• Expertise on performance measurement and appraisal
• Sharp attention to detail and ability to spot optimization opportunities
• Innovative mindset with the ability to think creatively and problem-solve
• Updated on Industry / Market trends and competition
• Effective team manager, with the ability to engage and drive team’s actions and success
• Comfortable with preparing reports for senior leadership and presenting project results