CX Transformation Lead: Strategy, Insights & Optimization

Michael Page; Taguig; Hybrid; PHP 1,200,000 - 2,200,000; Full time

Benefits offered by this job

Hybrid work setup

Job summary

Michael Page is recruiting for a senior CX leader to drive transformation across the customer journey in the Philippine life insurance and financial services sector. You will partner with the CX VP to shape strategy, analytics, and process excellence, delivering measurable improvements in satisfaction and loyalty.

The successful applicant will lead CX projects, translate strategy into roadmaps, manage VoC programs and dashboards, and coach teams while ensuring governance and regulatory

Qualifications

• Lead CX transformation projects in BFSI.
• 5+ years in customer experience or transformation roles in BFSI.
• Expertise in VoC, insights and data-driven decisions.
• Translate customer needs into measurable outcomes.
• Experience leading cross-functional teams and stakeholder influence.
• Lean Six Sigma background preferred.

Responsibilities

• Lead CX transformation projects alongside the CX Head.
• Translate CX strategy into roadmaps, business cases and execution plans.
• Manage VoC programmes and customer analytics to identify insights and opportunities.
• Own CX dashboards, KPI reporting, governance and executive updates.
• Drive process improvement and service excellence initiatives using Lean Six Sigma.
• Partner with cross-functional teams to implement customer-centric solutions.
• Establish project governance, manage risks and dependencies.
• Lead customer journey analysis, continuous improvement and change management.
• Develop and coach team members while building analytics capabilities.
• Ensure regulatory, risk and audit compliance across activities.

Skills

CX transformation

Leadership

VoC analytics

Data analytics

KPI reporting

Stakeholder management

Lean Six Sigma

Governance

Cross-functional

Change management

Job description

Michael Page is recruiting for a senior CX leader to drive transformation across the customer journey in the Philippine life insurance and financial services sector. You will partner with the CX VP to shape strategy, analytics, and process excellence, delivering measurable improvements in satisfaction and loyalty.

The successful applicant will lead CX projects, translate strategy into roadmaps, manage VoC programs and dashboards, and coach teams while ensuring governance and regulatory