CX DESIGN OFFICER

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Bank of the Philippine Islands (BPI) is seeking a Customer Experience Design Officer to map journeys, craft projects, and lead CX initiatives that enhance customer delight. You will collaborate across product groups and partners to develop roadmaps, metrics, and communications that drive measurable improvements in the customer journey.

The role requires deep understanding of marketing, analytics, and change management, with a focus on delivering customer-centric programs in a dynamic banking

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.
• Ideally from industries such as financial products/services, retail, or fast-moving consumer goods.
• Preferably in 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 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.

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.

Skills

Stakeholder management

Communication

Cross-functional collaboration

Analytical thinking

Customer journey mapping

Education

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

Tools

Project Management

Agile Methodology

Design Thinking

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