CX DESIGN OFFICER

The Customer Experience (CX) Design Officer maps the customer journeys and micro-journeys of assigned Customer Delight projects and develops programs to improve the customer experience. Lead Delight-ineering episodes design and Signature Experience development with business teams. Crafts communications materials that would be effective and customer centric, following the WOCO and customer delight goals of BPI.

Responsibilities

• Maps the customer journey and micro-journeys of Customer Delight projects to create a better customer experience
• Designs projects to implement / enhance / improve the customer experience
• Lead Delight-ineering episodes design and Signature Experience development with business teams
• Collaborates with product groups, internal stakeholders, external partners, and other relevant units of the Unibank to support the initiatives and projects of the division
• Develops project GANTT, customer journey maps, prioritization matrixes, roadmaps, communication materials for projects and cascades to necessary parties
• Executes and monitors projects and track and measure results against goals
• Guides and trains lateral counterparts and other units on customer delight thinking and customer journey methodology
  
  

• Bachelor’s degree in marketing, business administration, finance, economics, data analytics
• 5-10 years' experience in retail banking or any industry dealing with known customers, including the management thereof
• Ideally from industries such as financial products/services, retail, or fast-moving consumer goods
• Preferably in the areas of traditional/digital marketing, sales, branch banking or business development, customer service, project management, business transformation, and change management
• Familiarity with Bank/Financial Institution Products and Services
• Basic Understanding of any of the following: Project Management, Agile Methodology, Design Thinking
• Exposure on Customer Experience & Customer Program, Marketing, Market Research, Data Analytics
• Strong interpersonal and collaboration skills to work cross-functionally
• Excellent verbal and written communication skills
• Innovative mindset with the ability to think creatively and problem-solve
• Updated on Industry / Market trends and competition