Customer Experience Manager (End-to-End) - Bank

Job Expectations:
- Employment Type: Full-Time; Permanent (Direct Hire)
- Budget: Php 140,000 - Php 170,000
- Work Setup & Location: Onsite - Makati City
- Work Schedule: Mondays - Fridays, day shift
- Industry: Banking
- Hiring Process: Paper Screening - Initial Interview - Final Interview

13th month pay + .5 annual bonus

Responsibilities:
- Developing and implementing a customer experience strategy aligned with the organization's goals and objectives.
- Understanding and analyzing the various touchpoints and interactions customers have with the company to identify areas for improvement.
- Gathering and analyzing customer feedback through surveys, focus groups, and other methods to identify areas of improvement and opportunities for enhancing the customer experience.
- Collaborating with different teams and departments to streamline processes and remove any barriers or friction points that might negatively impact the customer experience.
- Providing guidance and training to employees on delivering exceptional customer service and maintaining consistent service standards.
- Establishing key performance indicators (KPIs) and metrics to measure customer satisfaction, loyalty, and the overall success of customer experience initiatives.
- Advocating for the voice of the customer within the organization and ensuring that customer-centricity is embedded in the company culture.

Qualifications:
- Bachelor's Degree in Business Administration, Communications, or a related field.
- 5+ years of relevant work experience in a managerial role, preferably within the local banking industry.
- Ability to analyze customer data, feedback, and market trends to identify patterns, insights, and opportunities for improvement.
- Strong problem-solving and decision-making skills to address customer issues and find effective solutions.
- Ability to lead cross-functional teams and collaborate with different departments to achieve customer experience goals.
- Empathetic understanding of customer needs, concerns, and emotions to deliver personalized and empathetic customer service.
- Flexibility to adapt to changing customer needs and market dynamics, and to quickly implement adjustments in strategies and processes.
- Strong organizational and project management skills to prioritize tasks, meet deadlines, and manage multiple customer experience initiatives simultaneously.
- Excellent verbal and written communication skills to effectively convey information and interact with customers and internal stakeholders.

***Due to the high volume of applications, only shortlisted candidates will be contacted. Tailoring your CV is recommended***