Head of CRM Chatbot Channels & Customer Experience

Bank of the Philippine Islands (BPI); Cavite City; Sur place; PHP 1 800 000 - 3 000 000; Plein temps

Résumé du poste

Bank of the Philippine Islands (BPI) invites an experienced CRM Chatbot Channel Team Head to lead strategy, development, and optimization of the bank's chatbot channel to boost service efficiency, engagement, and customer experience.

You will oversee daily operations, collaborate with Marketing, Contact Center, Segment, Product, and IT teams to align chatbot capabilities with business goals, and drive training and performance improvements through data-driven insights.

Qualifications

• Bachelor's degree in marketing, business, mathematics, information technology or similar fields.
• Experience in channel management, digital engagement, customer service or project management.
• Knowledgeable in managing and optimizing chatbot or digital channels.
• Familiarity with chatbot platforms, NLP or AI technologies is an advantage.

Responsabilités

• Oversee day-to-day operations of the chatbot channel management team and provide guidance.
• Analyze customer interactions and channel performance data to identify insights.
• Develop processes to evaluate chatbot performance and identify training needs.
• Ensure chatbot interactions are up-to-date, relevant, and engaging.
• Review and enhance the chatbot’s training for accuracy and quality.
• Optimize conversation flows to enable self-service while maintaining experience.
• Collaborate with Marketing, Contact Center, Segment, Product, and IT teams.
• Develop strategies to improve chatbot effectiveness aligned with objectives.
• Provide regular updates to stakeholders on performance and plans.
• Manage projects aligned with role responsibilities.

Connaissances

Channel management

Digital engagement

Leadership

Cross-functional teamwork

NLP/AI familiarity

Project management

Communication

Formation

Bachelor's degree

Description du poste

Bank of the Philippine Islands (BPI) invites an experienced CRM Chatbot Channel Team Head to lead strategy, development, and optimization of the bank's chatbot channel to boost service efficiency, engagement, and customer experience.

You will oversee daily operations, collaborate with Marketing, Contact Center, Segment, Product, and IT teams to align chatbot capabilities with business goals, and drive training and performance improvements through data-driven insights.