CX DESIGN OFFICER

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