Customer Experience Director

2 days ago


Pasig, National Capital Region, Philippines Michael Page Full time

About Our Company

At Michael Page, we're dedicated to providing exceptional customer experiences through our innovative banking solutions. We're a top Philippine bank recognized for digital innovation and customer-focused strategies.

Job Summary

We're seeking an experienced professional to lead our Customer Experience and Support team. As Head of Client Engagement, you'll develop and implement business strategies, define high standards of customer experience, and grow a talented team of professionals.

Key Responsibilities

  • Develop and implement the business strategy for the Customer Experience and Support team, including planning, budgeting, and setting performance targets.
  • 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.

Requirements

  • 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.

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