CX Design Lead: Customer Journeys & Delight

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

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.