Experience Design Manager - Insurance

Michael Page; Taguig; On-site; 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

Lead CX transformation impacting customer satisfaction and loyalty. Partner with CX VP to drive strategy, analytics, and process excellence.

About Our Client

Our client is a leading life insurance and financial services provider in the Philippines, offering a comprehensive range of protection and wealth management solutions. The organisation is recognised for its strong customer focus, commitment to innovation, and ongoing investments in digital transformation and customer experience initiatives, making it one of the most established players in the insurance industry.

Job Description

• Lead customer experience (CX) transformation projects and strategic initiatives alongside 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.

The Successful Applicant

• Proven track record in Customer Experience (CX), customer journey transformation, and service excellence initiatives.
• 5+ years of experience within the BFSI sector (Banking, Financial Services, and Insurance), ideally in customer-centric or transformation roles.
• Strong expertise in Voice of Customer (VoC), customer insights, and data-driven decision-making.
• Demonstrated ability to translate customer needs and analytics into measurable business and customer outcomes.
• Experience leading cross-functional projects and influencing stakeholders across operations, digital, technology, product, and business teams.
• Solid background in process improvement, journey optimisation, and continuous improvement methodologies (Lean Six Sigma preferred).
• Strong analytical and problem-solving skills, with experience managing KPIs, dashboards, and performance reporting.

What\'s on Offer

• Partner directly with the CX VP to shape enterprise-wide customer experience strategy.
• Lead transformational initiatives with measurable customer and business impact.
• Gain broad exposure across functions while building leadership and change management capabilities.
• Hybrid setup based in BGC