Journey Excellence and Innovation Head-Digital Channels and 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

Position

Journey Excellence and Innovation Head-Digital Channels and Experience

Office Location

UB Plaza- 34f, Pasig, Metro Manila

Job Type

Regular

Job Summary

The Head of Journey Excellence & Innovation helps the Bank improve customer journeys today and create new customer value for the future. The role sets the Bank’s journey framework, supports end-to-end journey improvement, and manages the early innovation process from idea selection through customer testing and approval to scale. The role does not replace Business Owners, Product Owners, or Channel Heads. Once a new idea is proven, ownership moves to the team accountable for delivery and ongoing results.

What You’ll Do

• 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.

What We’re Looking For

• Proven leader with extensive experience in customer journey management, product development, innovation, customer experience, strategy, or business transformation.
• Strong track record of driving enterprise-wide change initiatives and influencing stakeholders across multiple functions and seniority levels.
• Experienced in translating customer needs into scalable solutions that deliver measurable business value and operational impact.
• Skilled in leading innovation programs, testing new propositions, and transitioning validated ideas into implementation or business-as-usual operations.
• Background in banking, financial services, fintech, telecommunications, retail, or other complex service-oriented industries is highly advantageous.

Required Skills

Extensive experience in Customer Journey Management, Customer Experience (CX), Innovation Strategy, Product Development, Business Transformation, Design Thinking, Change Leadership, Stakeholder Management, Governance, Data-Driven Decision-Making, and Banking or Financial Services.