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, enhance client journeys, and embed customer-centric practices across the organization.

The role helps manage CX transformation projects, oversee the Net Promoter Score (NPS) and CSAT programs, and drive process and digital innovations that deliver a seamless, best-in-class experience for RCBC Wealth clients.

Qualifications

• Bachelor's degree in business, information technology, or related quantitative field.
• Deep understanding of CX principles, client journey mapping, and process improvement methodologies (e.g., Lean Six Sigma).
• 3–5 years in Customer Experience, Business Transformation, Process Improvement, or Project Management, preferably in financial services.

Responsibilities

• Develop CX strategy and design initiatives.
• Lead transformation and process re-engineering efforts.
• Foster cross-functional collaboration and change management.
• Track performance and govern CX programs.
• Ensure compliance and risk management within CX initiatives.

Skills

CX strategy

Journey mapping

Lean Six Sigma

Project management

Cross-functional collaboration

Change management

Performance tracking

Governance & compliance

Education

Bachelor's degree in Business/IT or related field

Job description

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