CX Transformation Lead - Experience Design Manager

Michael Page; Philippines; Hybrid; PHP 3,000,000 - 5,000,000; Full time

Benefits offered by this job

Hybrid work setup

Job summary

Michael Page is seeking a senior CX leader in the Philippines to drive transformation across customer journeys. You will partner with the CX Head to deliver strategies, roadmaps, and governance that improve satisfaction and loyalty.

You will own VoC programs and dashboards, translating insights into measurable business outcomes, while coaching teams and ensuring regulatory compliance. A hybrid role based in BGC offers broad cross-functional exposure.

Qualifications

• 5+ years in CX or transformation roles within BFSI.
• Strong VoC, insights, and data-driven decision making.
• Experience leading cross-functional projects and influencing stakeholders.

Responsibilities

• Lead CX transformation projects with the CX Head (VP).
• Translate CX strategy into roadmaps, business cases, and execution plans across customer journeys and touchpoints.
• Manage Voice of Customer (VoC) programmes and customer analytics to identify insights and improvement opportunities.
• Own CX dashboards, KPI reporting, governance, and executive updates to monitor business impact.
• Drive process improvement and service excellence initiatives using Lean Six Sigma methodologies.
• Partner with cross-functional teams to implement customer-centric solutions and operational enhancements.
• Establish project governance, manage risks and dependencies, and ensure successful programme delivery.
• Lead customer journey analysis, continuous improvement efforts, and change management initiatives.
• Develop and coach team members while building capabilities in analytics, project delivery, and process improvement.
• Ensure compliance with regulatory, risk, and audit requirements across all activities.

Skills

CX transformation

Stakeholder management

Analytical decision making

Lean Six Sigma

Job description

Michael Page is seeking a senior CX leader in the Philippines to drive transformation across customer journeys. You will partner with the CX Head to deliver strategies, roadmaps, and governance that improve satisfaction and loyalty.

You will own VoC programs and dashboards, translating insights into measurable business outcomes, while coaching teams and ensuring regulatory compliance. A hybrid role based in BGC offers broad cross-functional exposure.