CX Quality Architect: VoC & Process Improvement

Aboitiz Foods; Cebu City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Aboitiz Foods is seeking a Customer Experience (CX) Manager to bridge customer expectations with execution across the organization. You will oversee the Voice of the Customer (VoC), measure service quality, and drive cross-functional improvements.

Lead with a data-driven mindset, collaborate with Sales, Marketing, Production, and IT, and implement frameworks to close gaps between online and offline touchpoints.

Qualifications

• Advanced capability in establishing, measuring, and implementing service quality metrics (SERVQUAL, VoC).
• Experience with CRM/CXM platforms to track omnichannel touchpoints and behavior.
• Proven discipline in BPM and QMS for automation and risk-based process improvement.
• Ability to turn customer data into actionable insights and align leaders cross-functionally.

Skills

Service Quality

CRM & CXM

BPM & QMS

Data storytelling

Job description

Aboitiz Foods is seeking a Customer Experience (CX) Manager to bridge customer expectations with execution across the organization. You will oversee the Voice of the Customer (VoC), measure service quality, and drive cross-functional improvements.

Lead with a data-driven mindset, collaborate with Sales, Marketing, Production, and IT, and implement frameworks to close gaps between online and offline touchpoints.