Lead Product Performance

GCash; Metro Manila; On-site; PHP 502,000 - 837,000; Full time

Job summary

GCash in the Philippines is looking for a customer experience/requirements specialist to map end-to-end journeys and translate analytics into concrete improvements. You will work with Product Owners and CX designers to detail interactions, improve help flows, and ensure regulatory-compliant solutions.

You will facilitate cross-functional discussions, capture business needs, and deliver actionable recommendations that enhance user satisfaction and service quality in a fast-paced FinTech

Responsibilities

• Create customer journeys and detailed flows of each interaction in a channel
• Create requirements based on business and customer needs, taking into consideration governing policies and regulations
• Help Product Owners in detailing out customer experiences
• Effectively translate analytics into clear insights and actionable recommendations
• Conduct post mortem to ensure effectiveness and completeness of fixes done
• Create enhanced Help Center and Gigi flows and work with CX designers to implement recommended flows
• Facilitate discussions with different subject matter experts to come up with the desired experience or solution

Job description

Job Description:

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

• Create customer journeys and detailed flows of each interaction in a channel
• Create requirements based on business and customer needs, taking into consideration governing policies and regulations
• Help Product Owners in detailing out customer experiences
• Effectively translate analytics into clear insights and actionable recommendations
• Conduct post mortem to ensure effectiveness and completeness of fixes done
• Create enhanced Help Center and Gigi flows and work with CX designers to implement recommended flows
• Facilitate discussions with different subject matter experts to come up with the desired experience or solution

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package