Customer Experience Management Office Head - Quezon City

1 Sets the direction for the Customer Experience Management Office, leading the organization, implementation, and process enablement to achieve customer excellence.

2 Builds strategic partnerships and collaborates with internal and external product partners, as well as relevant Unibank units, to promote the department's initiatives and programs

3 Reviews customer journeys and develops programs to enhance the overall experience, ensuring top-tier service as measured by satisfaction, NPS, brand health, and quality assurance.

4 Oversees the team’s Customer Protection Oversight & Compliance and Customer Concerns & Complaint Management functions, ensuring compliance with regulations and the efficient resolution of customer concerns.

5 Ensures operational efficiency by reviewing programs, managing the department budget, overseeing manpower allocation, reorganizing personnel when necessary, and ensuring compliance with policies, audits, and regulatory requirements.

6 Provides timely feedback, performance appraisals, and evaluations for direct reports; enhances team competence through coaching and professional development plans; and recommends personnel for promotion.

7 Manages conflict resolution, approves process improvement proposals, and undertakes other duties as needed.

8 Oversees management of the department’s expenses, ensuring proper documentation and reporting.