CX STRATEGY OFFICER

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Bank of the Philippine Islands (BPI) seeks a Customer Experience Strategy Officer to help shape the customer strategy through deep data insights and strong business partnering. You will work with CX Design, CX Operations, and project teams to identify opportunities, build business cases, and deliver interventions that enhance customer delight and growth.

A background in banking or customer-facing industries, plus skills in analytics, CRM, and agile methods, will support ongoing customer-centric

Qualifications

• Bachelor’s degree in marketing, business administration, finance, economics or data analytics.
• Experience in retail banking or customer management is preferred.
• Strong skills in CRM, market research and data analytics are beneficial.
• Familiarity with project management, Agile, Design Thinking and customer programs.

Responsibilities

• Develops deep understanding of internal/external data to identify opportunities for customer delight and business growth.
• Leads conversations with stakeholders to scope interventions and innovations for customer obsession.
• Guides business cases for strategic interventions and supports prioritization decisions.
• Delivers leadership-ready recommendations on timing of interventions based on impact.
• Collaborates with CX Design, CX Operations, and project teams to monitor progress and measure impact.
• Coordinates best practices for scaling customer-delight initiatives across the business.

Skills

Customer management

CRM

Project management

Agile

Design thinking

Market research

Data analytics

Communication skills

Cross-functional collaboration

Business partnering

Education

Bachelor’s degree

Job description

Job Description:

The Customer Experience (CX) Strategy Officer supports the development of Customer Strategy for the Unibank through expertise in business partnering, analysis and insighting.

Responsibilities

• Develops a deep understanding of internal data (metrics, reporting tools, data structure) and external data (market research, social and economic factors) in order to identify strategic opportunities for customer delight, customer experience maturity, and overall business growth
• Initiates and/or sustains conversations and work streams with stakeholders to scope opportunities for interventions and/or innovations to drive customer obsession and customer delight.
• Provides guidance and support to project/product owners in crafting business cases for strategic interventions and/or innovations under consideration
• Delivers recommendations to leadership on prioritization and timing of strategic interventions/innovations based on customer and business impact
• Collaborates with CX Design Team, CX Operations Team, and relevant project teams to monitor progress, measure impact, and level-up deployed interventions/innovations
• Coordinates with the same to identify best practices for highlighting in customer delight communications, for scaling across the business, and as reference for ongoing and future interventions/innovations

Qualifications

• Bachelor’s degree in marketing, business administration, finance, economics, data analytics
• Background in retail banking or any industry dealing with known customers, including the management thereof
• Ideally from industries such as financial products/services, retail, or fast-moving consumer goods
• Preferably in the areas of traditional/digital marketing, sales, branch banking or business development, customer service, project management, business transformation
• Knowledgeable in Account Management/Business Partnering Ways of Working, Business Case Writing, and Customer Relationship Management
• Familiarity with Bank/Financial Institution Products and Services
• Basic Understanding of any of the following: Project Management, Agile Methodology, Design Thinking
• Exposure on Customer Experience & Customer Program, Marketing, Market Research, Data Analytics
• Strong interpersonal and collaboration skills to work cross-functionally
• Excellent verbal and written communication skills
• Innovative mindset with the ability to think creatively and problem-solve
• Updated on Industry / Market trends and competition