CX Management Officer

The position is primarily responsible for ensuring that Client Experience strategies (Client Journey Map, CSAT, Client Experience Standards, Training, Culture Building, and other CX initiatives) are aligned with corporate objectives and evolving client needs. The role also focuses on conceptualizing, developing, and recommending interventions for continuous Client Experience process improvement.

Key Responsibilities

• Client Experience Program Development
• Assists the Client Experience Department Head in formulating strategies to drive continuous improvement in client experience.
• Develops and recommends Client Experience programs that address the needs of various business units.
• Prepares regular reports on the status, updates, plans, and progress of CX programs and projects.
• Project Management
• Conceptualizes and plans end-to-end CX programs and initiatives.
• Coordinates with internal stakeholders and cross-functional teams for CX project execution.
• Implements, monitors, and evaluates CX programs and projects to ensure effectiveness.
• Tracks and ensures timely completion of CX initiatives across business units.
• Program Implementation and Evaluation
• Collaborates with the Department Head in developing tools and metrics to measure program impact.
• Facilitates both formal and informal CX-related learning sessions and training initiatives.
• Monitors budgets versus actual expenses and prepares variance reports.
• Recommends and implements corrective actions when necessary.
• Responds to queries and provides support to business units regarding CX initiatives.
• Others
• Leads special projects aimed at enhancing overall client experience.
• Provides recommendations on business operations related to client experience improvement.
• Actively participates in meetings, training, and professional development activities.
• Performs other duties as assigned.
  
  

• Graduate of any business-related or behavioral science course (e.g., Psychology, Sociology, Social Science, Marketing Management, Communications Arts).
• At least 2 years of work experience as an officer or supervisor in a customer service-oriented field and/or marketing-related environment.
• Experience in client management programs, program design, and marketing benchmarking is an advantage.
• Strong communication, analytical, and project management skills.
• Willing to work in Makati.