Customer Insights 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 you 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!

Specific Duties & Responsibilities:

• Collaborate with varying business and service teams, data teams and support units to define customer feedback/ customer experience measurement support/ needs and rally the use of feedback in product/ service/ process improvements.
• Develop customer feedback/ experience measurement plan, survey and analysis to track and improve customer experience and CES/ CSAT/ NPS measurement.
• Process and analyze the customer feedback/ voice data and other quantitative studies.
• Identify process/ service/ product improvement opportunities through customer feedback/ voice.
• Work closely with CFM Platform Manager to implement CFM program survey/ feedback activities.
• Provide and communicate actionable customer insights by synthesizing various data sources (customer feedback, internal and / or third party/ secondary data) to capture a holistic understanding of the industry and the bank’s customers.
• Act as the primary contact for third party partners and work closely with them to ensure appropriate tools, methodologies, and cost are aligned with business needs and will provide the optimal impact.
• Design and implementation of customer insighting / feedback activities.
• Support the implementation of Customer Feedback Management Program and ensure best practice approach/ methodologies and benchmarks are created over time.
• Develop baseline and deliver regular report of customer experience measures.
• Capture a better understanding of the customer journey as input to the CFM Program.
• Lead ideations activities e.g. workshops, immersions.
• Monitor implementation of action steps / feedback activities based on customer feedback.

Qualifications:

• Bachelor’s Degree in Communication Research, Economics, Mathematics, Statistics, or any related field.
• Experience in Market Research (MR), preferably gained from a research agency, is required.
• Strong working experience in Power BI is a plus.
• At least 3 years experience in managing market research, customer insighting/ analytics or business analytics/ intelligence projects with no/ minimal supervision.
• Preferably with 1-3 years’ experience in banking/ financial services, FMCG/ consumer goods or telco industry.
• Business Acumen (able to translate insights to business implications)
• Project management & cost control
• Insight synthesis
• Preferably with experience in working with a cross functional team and different business units to implement and/or develop customer satisfaction (CSAT)/ net promoter score (NPS) studies and/or Voice of the Customer programs.
• Has experience in synthesizing multiple data sources to provide insights.

Other Details:

Unit: Branch Banking Sector / Customer Experience Division / Customer Insights Department

Location: GT Tower, Ayala Avenue corner H.V. Dela Costa Street, Makati City