Wealth Experience Architect

Bank of the Philippine Islands (BPI)

Manila

On-site

PHP 500,000 - 900,000

Full time

4 days ago

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Job summary

Bank of the Philippine Islands (BPI) is seeking a Customer Experience Officer for One Wealth to champion client needs by delivering exceptional service and building lasting relationships. The role focuses on designing customer journeys, leveraging digital tech and data-driven insights, and continuously improving satisfaction and loyalty across touchpoints.

The candidate will resolve complex issues, collaborate with bank units, and drive innovations in customer experience based on feedback and

Qualifications

In-depth understanding of wealth management products, services, and regulations.
Knowledge of customer experience principles, methodologies, and best practices.
Familiarity with CRM systems, data analytics, and digital platforms used to enhance interactions.

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.