CX Manager

About the Job

Locations: BGC, Taguig

Corporate Title: Assistant Manager

Work Arrangement: Hybrid

In this role, youll work with data from diverse sources, collaborate with talented colleagues, and help shape exceptional customer experiences.

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:

• The CXD Manager will utilize his/her experience design expertise to enhance all aspects of customer interactions across multiple channels, ensuring seamless and positive experience that aligns with EastWest Bank brand values and goals.
• Develop and refine customer personas or sub-segments using read data, map out comprehensive journeys to identify key touchpoints and opportunities,
  and design innovative solutions to enhance satisfaction, reduce friction, and promote loyalty.
• Manage customer experience-related initiatives and projects from conception through execution, ensuring timelines, scope, and budget (if any) are adhered to and desired outcomes are achieved.
• The CXD Manager partners (as CX Business Partner) with cross-functional team and business units to co-develop and implement customer experience strategies, serving as a facilitator and point person throughout the process from alignment to monitoring success metrics for projects and initiatives.
• Analyze various customer insights and reports, and market trends to continuously update and improve customer experience.

What we're looking for:

• Must possess at least a Bachelor's/College degree
• Experience in Banking or Financial Services is a plus (especially for Credit Cards), but not required.
• With at least 3- 5 years of experience as a Customer Experience Analyst
• Proven project management skills with a track record of delivering projects involving cross-functional teams, delivering them on time
  and within budget, and achieving the desired outcomes.
• Advanced proficiency in Microsoft Office applications, including MIRO, LUCID, Word, Excel, PowerPoint, and Access, to share, retrieve
  research, and present business information
• Excellent analytical and problem-solving skills, with a strong ability to use data in decision-making

What you can expect from joining our team

• 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

To know more about us, and our career opportunities, visit https://careers-page.com/eastwest-bank