Head of Customer Journey Innovation & Digital Experience

UnionBank; Pasig; On-site; PHP 1,800,000 - 3,600,000; Full time

Job summary

UnionBank in Pasig/Metro Manila seeks a senior leader to head Journey Excellence and Innovation for Digital Channels and Experience. You will define the journey framework, drive end-to-end improvements across products and channels, and oversee the early innovation process from idea to pilot testing and scale.

You will build capability in journey management, data-driven decision making, and governance, influencing senior stakeholders and delivering measurable value across the bank.

Qualifications

• Extensive experience in customer journey management, CX, and innovation within large organizations.
• Proven ability to translate customer needs into scalable, value-driven solutions.
• Experience driving enterprise-wide change and influencing senior stakeholders across functions.

Responsibilities

• Lead the Bank’s customer journey strategy by improving end-to-end experiences across products, channels, and business units.
• Drive journey governance, performance reviews, and cross-functional initiatives to deliver measurable customer and business outcomes.
• Identify customer pain points, optimize critical journeys, and ensure data-driven decision-making through customer insights and analytics.
• Lead the innovation pipeline from idea generation, concept testing, and pilot execution through governance approval and handoff to delivery teams.
• Build and develop journey management and innovation capabilities, coaching teams and promoting a culture of customer-centricity, experimentation, and continuous improvement.

Skills

Customer Journey Management

Customer Experience

Innovation Strategy

Product Development

Business Transformation

Design Thinking

Change Leadership

Stakeholder Management

Governance

Data-Driven Decision-Making

Banking or Financial Services

Job description

UnionBank in Pasig/Metro Manila seeks a senior leader to head Journey Excellence and Innovation for Digital Channels and Experience. You will define the journey framework, drive end-to-end improvements across products and channels, and oversee the early innovation process from idea to pilot testing and scale.

You will build capability in journey management, data-driven decision making, and governance, influencing senior stakeholders and delivering measurable value across the bank.