Customer Experience Design Manager
About the Job
Locations: BGC, TaguigCorporate Title: Junior Officer to Senior Manager
Work Arrangement: Hybrid
The Customer Experience Team is looking for experienced professionals to join us in Taguig with the role of Customer Experience Design Manager.
In this role, you will leverage your experience design expertise to enhance customer interactions across channels by developing personas, mapping journeys, and designing innovative solutions that align with EastWest Banks brand values and goals.You will lead cross-functional CX initiatives from concept to execution, using data and insights to drive strategy, monitor success metrics, and continuously improve the customer experience.
Going Further For You.
Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.
At EastWest, we empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiatives. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.
For 30 years, EastWest has emerged as one of the most consumer-focused universal banks in the Philippines. EastWest is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.
What the role will entail- Identify key customer experience (CX) opportunities using Voice of the Customer data (e.g., NPS, CSAT, complaints) and facilitate journey mapping sessions, immersions, and focus group discussions with business units.
- Create and utilize customer-centric tools such as journey maps and process workflows (LUCID, MIRO, Excel) to highlight pain points, gaps, and improvement areas.
- Act as facilitator and point person in scrum meetings, coordinating with stakeholders to align on quick wins, long-term solutions, and final action plans for CX improvement initiatives.
- Partner with cross-functional teams to define requirements, launch enhancements, and ensure alignment with the banks strategic goals, providing insights to product teams as needed.
- Track project outcomes and metrics tied to business impact, document process changes, conduct benchmarking, and share innovation opportunities with the UX team for digital enhancement consideration.
- Holder for a Bachelors Degree
- Experience in Banking or Financial Servicesparticularly in Credit Cardsis an advantage, but not mandatory
- At least 35 years of experience as a Customer Experience Analyst, with a strong background in data-driven decision-making and problem-solving.
- Proven ability to manage and deliver cross-functional projects on time, within budget, and aligned with business goals.
- Proficient in Microsoft Office tools and platforms such as MIRO, LUCID, Excel, PowerPoint, and Access for research, analysis, and presenting insights.
- Career development and training opportunities
- Competitive salary package and benefits
- Performance-based incentives and recognition programs to reward high-performing individuals
- Opportunity to work with industry experts and be mentored by them
- Defined career progression paths to guide you in your professional growth