CX DESIGN OFFICER

Bank of the Philippine Islands (BPI); Makati; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

The Bank of the Philippine Islands (BPI) is seeking a Customer Experience Design Officer to map customer journeys and lead Delight projects that enhance the overall customer experience. You will design initiatives and collaborate with product teams and partners to implement strategic improvements.

Become a driver of customer delight through journey thinking, communications materials, and cross-functional leadership, building programs aligned with BPI’s customer-centric goals.

Qualifications

• Bachelor’s degree in marketing, business administration, finance, economics or data analytics.
• 5-10 years’ experience in retail banking or related customer-focused field.
• Industry exposure in financial products/services, retail, or FMCG preferred.
• Experience in traditional/digital marketing, sales, branch banking, or business development.
• Familiarity with banking products and services.
• Understanding of PM, Agile, and Design Thinking concepts.
• Exposure to customer experience programs, market research and data analytics.

Responsibilities

• Maps customer journeys and micro-journeys for Delight projects to improve experience.
• Designs projects to implement or enhance customer experience.
• Leads Delight-ineering episodes design and signature experience development with business teams.
• Collaborates with product groups, internal stakeholders, and external partners to support initiatives.
• Develops project GANTT, journey maps, prioritization matrices, and roadmaps.
• Executes and monitors projects and tracks results against goals.
• Guides and trains colleagues on customer delight thinking and journey methodology.

Skills

Customer experience

Communication

Collaboration

Project management

Change management

Creative problem solving

Education

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

Job description

The Customer Experience (CX) Design Officer maps the customer journeys and micro-journeys of assigned Customer Delight projects and develops programs to improve the customer experience. Lead Delight-ineering episodes design and Signature Experience development with business teams. Crafts communications materials that would be effective and customer centric, following the WOCO and customer delight goals of 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
• Lead Delight-ineering episodes design and Signature Experience development with business teams
• Collaborates with product groups, internal stakeholders, external partners, and other relevant units of the Unibank to support the initiatives and projects of the division
• Develops project GANTT, customer journey maps, prioritization matrixes, roadmaps, communication materials for projects and cascades to necessary parties
• Executes and monitors projects and track and measure results against goals
• Guides and trains lateral counterparts and other units on customer delight thinking and customer journey methodology

Qualifications:

• Bachelor’s degree in marketing, business administration, finance, economics, data analytics
• 5-10 years' 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, and change management
• Familiarity with Bank/Financial Institution Products and Services
• Basic Understanding of any of the following: Project Management, Agile Methodology, Design Thinking
• Exposure on Customer Experience & Customer Program, Marketing, Market Research, Data Analytics
• Strong interpersonal and collaboration skills to work cross-functionally
• Excellent verbal and written communication skills
• Innovative mindset with the ability to think creatively and problem-solve
• Updated on Industry / Market trends and competition