Wealth Customer Experience Lead

Bank of the Philippine Islands (BPI)

Philippines

On-site

PHP 600,000 - 1,200,000

Full time

3 days ago

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Job summary

The Bank of the Philippine Islands (BPI) is seeking a Customer Experience Officer to champion client needs by delivering exceptional service, driving continuous improvements in service delivery, and building strong, long-term client relationships that contribute to One Wealth's overall success.

The role emphasizes designing customer journeys, leveraging CRM systems and data analytics to personalize interactions, resolving complex issues, and proactively enhancing satisfaction and loyalty across

Qualifications

Wealth management product and regulatory knowledge.
Understanding of customer experience principles and best practices.
Familiarity with CRM, data analytics, and digital platforms.
Knowledge of market trends and wealth tech.

Responsibilities

Understands client needs either through external or internal research/studies by working with relevant bank units.
Designs customer journey maps that identify touchpoints and opportunities for enhancing satisfaction and loyalty at each stage.
Leverages digital technologies and data-driven insights to enhance customer experience, deliver personalized interactions, and proactively anticipate client needs.
Resolves customer issues by acting as point of escalation for complex customer complaints, working closely with relevant teams to address concerns promptly and effectively.
Drives continuous improvement by seeking opportunities to innovate and improve customer experience based on feedback, market trends, and best practices.