CX Experience And Process Design Head

Do you want to take the first step in making Filipinos’ lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

Responsible for the development and ensuring execution of strategic initiatives within CXM. This role is focused on aligning the customer experience strategy with overall business objectives, integrating various customer experience initiatives, and driving transformation agenda.

Strategic Planning And Execution

• Develops and implements a comprehensive customer experience strategy that aligns with the organizations overall objectives.
• Collaborates with cross-functional teams to ensure strategic alignment and integration of customer experience initiatives.
• Identifies emerging trends and technologies in customer experience to inform strategic planning.
  
  
  

Digital Strategy Development And Implementation

• Identifies, evaluates, and implements emerging technologies, trends, and digital solutions that transform and future-proof the customer support experience. Bridges innovation and operational excellence, ensuring that the support function evolves to meet changing customer expectations and leverages the most effective tools and practices.
  
  
  

Program Integration And Management

• Oversees the integration of customer experience programs
• Ensures that all programs are aligned with the organizations customer experience goals and deliver measurable outcomes.
• Monitors and evaluates the effectiveness of customer experience programs, providing recommendations for enhancements.
  
  
  

Stakeholder Engagement And Communication

• Builds and maintains strong relationships with internal and external stakeholders to facilitate collaboration and support for customer experience initiatives.
• Communicates the customer experience vision and strategy across CXM.
  
  
  

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package

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