Customer Experience Officer (Retail Banking)

The Customer Experience (CX) Officer for Consumer Segments Marketing is responsible for customer journeys and experience enablement across BPI's retail banking segments—Affluent, Mid-Market, and Core Mass. This role is accountable for ensuring that the bank's processes, platforms, and service delivery models are designed and continuously optimized to support the effective execution of segment-led strategies.

CX enables the value proposition of Consumer Segments—translating segment strategies into seamless, scalable, and customer-ready experiences across all touchpoints. This includes identifying and removing friction in key journeys (e.g., onboarding, product bundling, servicing), aligning cross-functional stakeholders, and embedding customer-centric design into operational workflows.

The role partners closely with Segment, Product, Channel, Operations, and Technology teams to ensure that experience delivery is consistent, efficient, and fit-for-purpose. The end goal is to ensure that every customer interaction is operationally sound, intuitively designed, and capable of delivering the intended value—driving improved adoption, satisfaction, and long-term relationship growth.

Responsibilities:

• Own and optimize end-to-end customer journeys to ensure seamless execution of segment-led strategies
• Translate segment initiatives into operational requirements, ensuring processes, policies, and platforms enable delivery at scale
• Identify and remove friction points across touchpoints, driving continuous improvement in speed, simplicity, and experience quality
• Align and coordinate across Product, Operations, Technology, and Segment teams to ensure consistent and fit-for-purpose experience delivery
• Establish and track CX performance metrics (e.g., journey completion, turnaround time, satisfaction) to drive adoption, loyalty, and growth

Qualifications:

• Bachelor's Degree in a business-related course
• At least 5 years of working experience in retail banking or comparable customer centric industries, with responsibility for managing cross-functional teams and enterprise-wide initiatives. Has relevant experience in customer experience, operations, process improvement, or related fields, including exposure to journey design, service design, or process optimization (e.g., Lean, Six Sigma, Agile).
• Knowledge in customer experience frameworks, journey mapping, and service design principles