Job Summary:
The Customer Journey & Channel Engagement Officer will support both the Customer Journey Lead and Channel Engagement Lead in developing a deep understanding of customer journeys within the Bank. This role involves assisting in the design and execution of strategies that enhance commercial customer experiences across various channels, ensuring a seamless and integrated experience. The officer will work closely with cross-functional teams to implement solutions that align with the Bank's customer engagement standards and strategic goals.
Specific Duties & Responsibilities:
- Assist in the execution of customer engagement strategies aimed at improving targeted customer segments and enhancing profitability.
- Collaborate with cross-functional teams to gain insights into customer decision-making processes, behaviors, and preferences, and assist in proposing solutions for a seamless experience.
- Support in overseeing the execution of customer programs and strategies within the Branch channel, ensuring compliance with Bank standards and regulatory policies.
- Assist in re-evaluating and enhancing back-end processes of high-priority branch customer journeys, focusing on streamlining customer interactions.
- Contribute to the implementation of channel execution strategies, ensuring all communications to branches are go-to-market ready, simplified, and aligned with customer scenarios.
- Help drive customer experience (CX) improvement projects, such as process redesign, leveraging customer feedback and complaints to inform solutions.
- Perform other related functions that may be assigned from time to time.
Qualifications:
- Preferably with experience as a Branch Operations Officer (BOO) and/or as a Branch Sales Officer
- Bachelor's Degree in Business Administration, Communication Arts, Statistics or any related field
- Strong project management experience/skill in branch banking is a great advantage
- Strong MS Office skills/know-how, must be able to make presentations
- Strong ability to drive data, make data-driven decisions
- Ability to communicate and collaborate with various technical team
- Ability to communicate and collaborate with business stakeholders of varying seniority levels is an advantage
- Proactive in providing support
Other Details:
Rank: Junior Officer
Unit: Branch Banking Sector / Customer Experience Division / Customer Experience Management Department
Office Location: GT Tower, Ayala Avenue, City of Makati
