CX Transformation Project Lead

RCBC; Makati; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

RCBC Wealth Management Group is seeking a Customer Experience and Project Officer to support strategic CX initiatives, enhance client journeys, and embed customer-centric practices across the organization.

The role helps manage CX transformation projects, oversee the Net Promoter Score (NPS) and CSAT programs, and drive process and digital innovations that deliver a seamless, best-in-class experience for RCBC Wealth clients.

Qualifications

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

Responsibilities

• Develop CX strategy and design initiatives.
• Lead transformation and process re-engineering efforts.
• Foster cross-functional collaboration and change management.
• Track performance and govern CX programs.
• Ensure compliance and risk management within CX initiatives.

Skills

CX strategy

Journey mapping

Lean Six Sigma

Project management

Cross-functional collaboration

Change management

Performance tracking

Governance & compliance

Education

Bachelor's degree in Business/IT or related field

Job description

RCBC Wealth Management Group is seeking a Customer Experience and Project Officer to support strategic CX initiatives, enhance client journeys, and embed customer-centric practices across the organization.

The role helps manage CX transformation projects, oversee the Net Promoter Score (NPS) and CSAT programs, and drive process and digital innovations that deliver a seamless, best-in-class experience for RCBC Wealth clients.