Head of Customer Experience & Journey Design

Bank of the Philippine Islands (BPI); Manila; On-site; PHP 3,000,000 - 5,000,000; Full time

Job summary

Bank of the Philippine Islands (BPI) in Manila seeks a senior leader to map customer journeys and drive the Customer Delight program, aligning with WOCO goals and cross‑functional collaboration across product, marketing, and operations.

The Head will mentor teams, design processes, produce customer‑centric communications, and ensure policy compliance while managing budgets and reporting to senior leadership.

Qualifications

• Bachelor’s degree in marketing, business administration, finance, economics, data analytics
• Experience in retail banking or managing customer journeys is preferred
• Leads customer delight initiatives and cross-functional programs
• Strong communication and collaboration across units and partners
• Ability to mentor and guide teams and manage budgets and policy adherence

Responsibilities

• Map customer journeys and micro-journeys for Customer Delight projects
• Design and implement projects to improve customer experience
• Develop communications materials for projects and cascades
• Guide and train colleagues on customer delight thinking and journey methodology
• Collaborate with product groups, stakeholders, and partners to support initiatives
• Mentor and coach direct reports and manage career development
• Ensure compliance with bank policies and mandatory trainings for team
• Manage team expenses to meet budget parameters

Skills

Journey mapping

Leadership

Cross-functional collaboration

Project management

Communication skills

Mentoring

Analytics

Attention to detail

Problem solving

Education

Bachelor’s degree in marketing, business administration, finance, economics, or data analytics

Job description

Bank of the Philippine Islands (BPI) in Manila seeks a senior leader to map customer journeys and drive the Customer Delight program, aligning with WOCO goals and cross‑functional collaboration across product, marketing, and operations.

The Head will mentor teams, design processes, produce customer‑centric communications, and ensure policy compliance while managing budgets and reporting to senior leadership.