CX Project Officer

Job Summary

• The Customer Experience and Project Officer is responsible for supporting RCBC Wealth Management Group’s (WMG) strategic initiatives in enhancing client journeys, improving service delivery, and embedding customer-centric practices across the organization. The role plays a key part in executing CX transformation projects, managing the Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs, and driving process and digital innovations that deliver a seamless, best-in-class experience for RCBC Wealth clients.
  
  

• Customer Experience (CX) Strategy and Design
• Transformation and Process Re-engineering
• Cross-Functional Collaboration and Change Management
• Performance Tracking and Governance
• Compliance and Risk Management
  
  

• Bachelors degree, preferably in Business, Information Technology, or a related quantitative field
• Deep understanding of CX principles, client journey mapping, process improvement methodologies (e.g., Lean Six Sigma), and project/program management.
• At least 3-5 years of relevant experience in Customer Experience, Business Transformation, Process Improvement, or Project Management, preferably within the financial services industry