Customer Journey & Channel Engagement Officer

Be #InGoodHands with Metrobank

Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces yo  u need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development.
 

With Metrobank, a meaningful life is within your reach!

Position Title: Customer Journey & Channel Engagement Officer

Job Summary:

The Customer Journey & Channel Engagement Officer will support both the Customer Journey Lead and Channel Engagement Lead in developing a deep understanding of customer journeys within the Bank. This role involves assisting in the design and execution of strategies that enhance commercial customer experiences across various channels, ensuring a seamless and integrated experience. The officer will work closely with cross-functional teams to implement solutions that align with the Bank’s customer engagement standards and strategic goals.

Specific Duties & Responsibilities:          

• Assist in the execution of customer engagement strategies aimed at improving targeted customer segments and enhancing profitability.


• Collaborate with cross-functional teams to gain insights into customer decision-making processes, behaviors, and preferences, and assist in proposing solutions for a seamless experience.


• Support in overseeing the execution of customer programs and strategies within the Branch channel, ensuring compliance with Bank standards and regulatory policies.


• Assist in re-evaluating and enhancing back-end processes of high-priority branch customer journeys, focusing on streamlining customer interactions.


• Contribute to the implementation of channel execution strategies, ensuring all communications to branches are go-to-market ready, simplified, and aligned with customer scenarios.


• Help drive customer experience (CX) improvement projects, such as process redesign, leveraging customer feedback and complaints to inform solutions.


• Perform other related functions that may be assigned from time to time.

Qualifications:

• Preferably with work experience in marketing functions


• Bachelor’s Degree in Business Administration, Communication Arts, Statistics or any related field


• Strong project management experience/skill in branch banking is a great advantage


• Strong MS Office skills/know-how, must be able to make presentations


• Strong ability to drive data, make data-driven decisions


• Ability to communicate and collaborate with various technical team


• Ability to communicate and collaborate with business stakeholders of varying seniority levels is an advantage


• Proactive in providing support

Other Details:

Rank: Junior Officer
Unit: Branch Banking Sector / Customer Experience Division / Customer Journey & Channel Engagement Department
Office Location: GT Tower, Ayala Avenue, City of Makati