Customer Journey And Channel Engagement Officer

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Position Title: Customer Journey & Channel Engagement Officer

Job Summary:

Support the Customer Experience Branch Channel Head in actively listening to customer feedback, customer needs and designing customer service and experiences that resonate with them.

Work closely with cross-functional teams to guide teams to achieve CX goals, implement solutions that align with CS/ CX standards and strategic goals and meet changing customer preferences and expectations.

Specific Duties & Responsibilities:

• Utilize customer insights and branch understanding to design initiatives that enhance customer service delivery and address customer pain points
• Work closely with marketing, sales, product and customer service teams to align efforts and deliver a cohesive customer experience in the branch
• Support Customer Service Competency development and performance improvement through the development and implementation of initiatives and related projects
• Contribute to the implementation of channel execution strategies, ensuring all communications to branches are go-to-market ready, simplified, and aligned with customer scenarios.
• Help drive customer experience (CX) improvement projects, such as process redesign, leveraging customer feedback and complaints to inform enhancements, streamline customer journeys, and improve overall service delivery.
• Perform other related functions that may be assigned from time to time.

Other Details:

Rank: Junior Officer
Unit: Branch Banking Sector / Customer Experience Division / Customer Experience Management Department
Office Location: GT Tower, Ayala Avenue, City of Makati