Head of Customer Experience & Operations (Bank)

About Our Client

A top Philippine bank, recognized for digital innovation and customer-focused solutions, setting industry standards in seamless banking and financial stability.

Job Description

• Develop and implement the business strategy for the Customer Experience and Support team, including planning, budgeting, and setting performance targets to ensure high-quality service and operational efficiency.
• Define and uphold a consistently high standard of customer experience across all touchpoints.
• Lead, mentor, and grow a team of Customer Experience and Support professionals, fostering a culture of excellence and continuous improvement.
• Collaborate with the executive team to refine and execute the strategic vision for Customer Experience.
• Partner with cross-functional teams to share key insights, address challenges, and contribute to the growth and enhancement of the company's global customer experience strategy.
• Serve as a senior point of contact for escalations, coordinate with BSP on consumer complaints, and escalate issues to senior management as needed.

The Successful Applicant

• Proven leadership and problem-solving skills with a strategic mindset.
• Extensive experience in Customer Experience and Engagement, ideally from both traditional / digital banking and financial technology sectors.
• Proficiency in CRM tools, data analytics, and digital customer experience strategies.
• Strong expertise in managing regulatory compliance, including BSP, PDIC, and audit requirements, with a commitment to ethical handling of consumer concerns.

What's on Offer

• Hybrid set up
• Career growth
• Competitive benefits

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