CX Project Officer

RCBC; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

RCBC Wealth Management is seeking a Customer Experience and Project Officer to support CX transformation across the organization. You will work on client journeys, service delivery improvements, and embedding customer-centric practices within RCBC Wealth’s Wealth Management Group.

The role focuses on executing CX initiatives, managing NPS/CSAT programs, and driving process and digital innovations to deliver a best-in-class experience for RCBC Wealth clients.

Qualifications

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

Responsibilities

• Design and implement Customer Experience (CX) strategy and design initiatives.
• Lead transformation and process re-engineering projects across functions.
• Drive cross-functional collaboration and manage change across teams.
• Track performance, establish governance, and ensure compliance.
• Address risk management considerations within CX and transformation programs.

Skills

CX strategy

Process re-engineering

Cross-functional collaboration

Performance governance

Compliance and risk management

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.

• 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