CX Project Officer

RCBC; Makati; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

RCBC Wealth Management Group is seeking a Customer Experience and Project Officer to support strategic CX initiatives, client journey enhancements, and service delivery improvements. You will help embed customer-centric practices, drive CX transformation projects, and manage NPS/CSAT programs to deliver a best-in-class experience for RCBC Wealth clients.

You will collaborate across functions, design CX strategy, re-engineer processes, and ensure governance and risk management in ongoing

Qualifications

• Bachelor's degree in Business, Information Technology, or related quantitative field.
• Deep understanding of CX principles, client journey mapping, and project management.
• 3–5 years of relevant experience in CX, business transformation, process improvement, or Project Management in financial services.

Responsibilities

• Support CX transformation projects and client journey enhancements.
• Manage NPS and CSAT programs.
• Drive process and digital innovations for a seamless client experience.
• Ensure governance and compliance in CX initiatives.

Skills

CX strategy

Process improvement

Project management

Change management

Cross-functional collaboration

Governance

NPS/CSAT programs

Education

Bachelor's degree in Business/IT/related field

Tools

Lean Six Sigma

Job description

• The Customer Experience and Project Officer is responsible for supporting RCBC Wealth Management Group’s (WMG) strategic initiatives in enhancing client journeys, improving service delivery, and embedding customer-centric practices across the organization. The role plays a key part in executing CX transformation projects, managing the Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs, and driving process and digital innovations that deliver a seamless, best-in-class experience for RCBC Wealth clients.
  

Job Summary

• The Customer Experience and Project Officer is responsible for supporting RCBC Wealth Management Group’s (WMG) strategic initiatives in enhancing client journeys, improving service delivery, and embedding customer-centric practices across the organization. The role plays a key part in executing CX transformation projects, managing the Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs, and driving process and digital innovations that deliver a seamless, best-in-class experience for RCBC Wealth clients.
  

How will you contribute?

• Customer Experience (CX) Strategy and Design
• Transformation and Process Re-engineering
• Cross-Functional Collaboration and Change Management
• Performance Tracking and Governance
• Compliance and Risk Management

What will make you successful?

• Bachelor's degree, preferably in Business, Information Technology, or a related quantitative field
• Deep understanding of CX principles, client journey mapping, process improvement methodologies (e.g., Lean Six Sigma), and project/program management.
• At least 3-5 years of relevant experience in Customer Experience, Business Transformation, Process Improvement, or Project Management, preferably within the financial services industry