The Customer Experience (CX) Design Officer maps the customer journeys and micro-journeys of assigned Customer Delight projects and develops programs to improve the customer experience. Lead Delight-ineering episodes design and Signature Experience development with business teams. Crafts communications materials that would be effective and customer centric, following the WOCO and customer delight goals of BPI.
Responsibilities
- Maps the customer journey and micro-journeys of Customer Delight projects to create a better customer experience
- Designs projects to implement / enhance / improve the customer experience
- Lead Delight-ineering episodes design and Signature Experience development with business teams
- Collaborates with product groups, internal stakeholders, external partners, and other relevant units of the Unibank to support the initiatives and projects of the division
- Develops project GANTT, customer journey maps, prioritization matrixes, roadmaps, communication materials for projects and cascades to necessary parties
- Executes and monitors projects and track and measure results against goals
- Guides and trains lateral counterparts and other units on customer delight thinking and customer journey methodology
Qualifications
- Bachelor's degree in marketing, business administration, finance, economics, data analytics
- 5-10 years experience in retail banking or any industry dealing with known customers, including the management thereof
- Ideally from industries such as financial products/services, retail, or fast-moving consumer goods
- Preferably in the areas of traditional/digital marketing, sales, branch banking or business development, customer service, project management, business transformation, and change management
- Familiarity with Bank/Financial Institution Products and Services
- Basic Understanding of any of the following: Project Management, Agile Methodology, Design Thinking
- Exposure on Customer Experience & Customer Program, Marketing, Market Research, Data Analytics
- Strong interpersonal and collaboration skills to work cross-functionally
- Excellent verbal and written communication skills
- Innovative mindset with the ability to think creatively and problem-solve
- Updated on Industry / Market trends and competition
