Customer Journey & Channel Engagement Officer

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Position Title: Customer Journey & Channel Engagement Officer

Job Summary:

The Customer Journey & Channel Engagement Officer is primarily responsible for the formulation and execution of customer programs and strategies in the Branch channel, and engaging Business Units by translating insights from Customer Feedback Management to business outcomes.

Role Exposure:

• Work with a diverse set of individuals that aim to champion CASA (Current Account, Savings Account)
• Work with a team that will co-develop sales and marketing plan that are easy to implement in the branches
• Opportunity to work and collaborate across all business units of the Bank, including Branches
• Opportunity to harness passion for creativity
• With strong track record, opportunity to handle broader scope of responsibility and produce larger impact to the Bank
• Involves in planning, coordination and implementation of customer strategies and campaigns in the Branches along with the BUs to ensure SLAs are met and branch operations are managed
• Identifies metrics to track and ensure that those metrics are reflective of customer expectations
• Designs initiatives using analytical and conceptual problem solving to improve the customer experience in Metrobank and improve CSAT/NPS scores
  
  
  

Qualifications:

• Preferably with experience as a Branch Operations Officer (BOO) and/or as a Branch Sales Officer
• 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 / Strategic Support Unit / Customer Experience Management Department

Office Location : GT Tower, Ayala Avenue, City of Makati