Job Summary
- The Customer Experience and Project Officer is responsible for supporting RCBC Wealth Management Group's (WMG) strategic initiatives in enhancing client journeys, improving service delivery, and embedding customer-centric practices across the organization. The role plays a key part in executing CX transformation projects, managing the Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs, and driving process and digital innovations that deliver a seamless, best-in-class experience for RCBC Wealth clients.
How will you contribute
- Customer Experience (CX) Strategy and Design
- Transformation and Process Re-engineering
- Cross-Functional Collaboration and Change Management
- Performance Tracking and Governance
- Compliance and Risk Management
What will make you successful
- Bachelor's degree, preferably in Business, Information Technology, or a related quantitative field
- Deep understanding of CX principles, client journey mapping, process improvement methodologies (e.g., Lean Six Sigma), and project/program management.
- At least 3-5 years of relevant experience in Customer Experience, Business Transformation, Process Improvement, or Project Management, preferably within the financial services industry
