CX Experience & Process Design Head

SupportFinity™; Metro Manila; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Career growth opportunities

Dynamic team environment

Competitive and flexible compensation package

Job summary

SupportFinity™ is on the lookout for a dedicated professional to enhance customer experience as part of their mission in the FinTech industry. The ideal candidate will develop and implement customer experience strategies that align with organizational objectives in the Philippines.

Working with a collaborative team, you will evaluate emerging trends and technologies, ensuring the company remains innovative and responsive to customer needs. SupportFinity™ offers competitive compensation and opportunities for growth.

Qualifications

• Experience in developing customer experience strategies.
• Strong ability to collaborate with different teams.
• Proficient in identifying trends in customer experience.

Responsibilities

• Develop a customer experience strategy aligned with business objectives.
• Collaborate with teams to integrate customer experience initiatives.
• Evaluate effectiveness of customer experience programs.

Skills

Customer experience strategy development

Cross-functional collaboration

Emerging technology evaluation

Stakeholder relationship management

Program monitoring and evaluation

Job description

Overview

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

Responsibilities

• Develops and implements a comprehensive customer experience strategy that aligns with the organization's overall objectives.
• Collaborates with cross-functional teams to ensure strategic alignment and integration of customer experience initiatives.
• Identifies emerging trends and technologies in customer experience to inform strategic planning.
• Identifies, evaluates, and implements emerging technologies, trends, and digital solutions that transform and future-proof the customer support experience. Bridges innovation and operational excellence, ensuring that the support function evolves to meet changing customer expectations and leverages the most effective tools and practices.
• Oversees the integration of customer experience programs.
• Ensures that all programs are aligned with the organization\'s customer experience goals and deliver measurable outcomes.
• Monitors and evaluates the effectiveness of customer experience programs, providing recommendations for enhancements.
• Builds and maintains strong relationships with internal and external stakeholders to facilitate collaboration and support for customer experience initiatives.
• Communicates the customer experience vision and strategy across CXM.

What We Offer

• Opportunity for career growth and development in the #1 FinTech company in the country
• Working with a dynamic and highly collaborative team who want to change the game
• A company that values their people with highly competitive and flexible compensation and benefits package

About the company

GCash