Job Summary:
The Consumer Experience Manager (UI/UX Digital Champion) will be the overall champion of delivering exceptional customer experience to increase customer satisfaction, leading the development, review, and execution of various human-centered designs and strategies, including, but not limited to, user and customer interface and experience across different touchpoints in the Bank to drive a delightful digital experience (including but not limited to website, digital app, etc.) which will lead to customer conversion and loyalty and improved Net Promoter Score (NPS) for the Bank. Leads the development of standardized efficiency and CX metrics on digital experience and bank communication messages across the business units of the Bank and RCBC Bankard.
How will you contribute:
- Leads the implementation of the overall customer experience strategy as defined by the Customer Experience Head by designing, optimizing and continuously improving end-to-end customer journeys across digital platforms, including RCBC website, mobile and internet banking platforms, and other digital assets, to enhance customer engagement and satisfaction.
- Website strategy, governance and discoverability - leads the end-to-end management of the bank's digital platforms, primarily RCBC website and branch/ATM listings via Google Business Manager, among others, ensuring the delivery of seamless user experiences, drive discoverability and aligns with business goals and CX objectives.
- Market research and analysis - Champions consumer needs and consumer in sighting, coupled with understanding and anticipating competitor strategy, to drive a more effective.
- Performance monitoring and analytics - implements and manages digital marketing analytics and insights ecosystem, including Google Analytics, Appsflyer, CDPs and other measurement attribution tools
- Responsible for driving delightful consumer experience in the digital world (includes but not limited to website, digital app, etc.) but will work closely with Consumer Experience Head and Consumer Experience Manager (UI/UX Physical Experience) to drive omni-channel consumer satisfaction.
- Responsible for driving delightful consumer experience in the digital world (includes but not limited to website, digital app, etc.) but will work closely with Consumer Experience Head and Consumer Experience Manager (UI/UX Physical Experience) to drive omni-channel consumer satisfaction.
- Manages assigned marketing budget with efficient allocation and spend of resources. Adheres to the operating standards and procedures of the division to ensure the achievement of a satisfactory Audit/Compliance Review rating.
- Responsible for the processing of requirements and paperwork necessary for the accreditation of agencies/suppliers/vendors, as well as the processing of cost estimates and payments for agencies/suppliers/vendors for any outsourced work.
What will make you successful:
- Graduate of any college course, ideally marketing or IT course
- At least 7 years of professional experience, specifically in bank digital asset development and execution. UI/UX Experience is a plus
- Preferably from companies in the bank finance industry or IT companies
- Strategic thinker who understands business priorities, effectively execute initiatives.
