Customer Experience Design Manager

2 days ago

Taguig, National Capital Region, Philippines EastWest Bank Full time ₱900,000 - ₱1,200,000 per year

About the Job

Locations: BGC, Taguig

Corporate Title: Junior Officer to Senior Manager

Work Arrangement: Hybrid

The Customer Experience Team is looking for experienced professionals to join us in Taguig with the role of Customer Experience Design Manager.

In this role, you will leverage your experience design expertise to enhance customer interactions across channels by developing personas, mapping journeys, and designing innovative solutions that align with EastWest Banks brand values and goals. You will lead cross-functional CX initiatives from concept to execution, using data and insights to drive strategy, monitor success metrics, and continuously improve the customer experience.

Going Further For You.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

At EastWest, we empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiatives. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

For 30 years, EastWest has emerged as one of the most consumer-focused universal banks in the Philippines. EastWest is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

What the role will entail

  • Identify key customer experience (CX) opportunities using Voice of the Customer data (e.g., NPS, CSAT, complaints) and facilitate journey mapping sessions, immersions, and focus group discussions with business units.
  • Create and utilize customer-centric tools such as journey maps and process workflows (LUCID, MIRO, Excel) to highlight pain points, gaps, and improvement areas.
  • Act as facilitator and point person in scrum meetings, coordinating with stakeholders to align on quick wins, long-term solutions, and final action plans for CX improvement initiatives.
  • Partner with cross-functional teams to define requirements, launch enhancements, and ensure alignment with the banks strategic goals, providing insights to product teams as needed.
  • Track project outcomes and metrics tied to business impact, document process changes, conduct benchmarking, and share innovation opportunities with the UX team for digital enhancement consideration.

What were looking for

  • Holder for a Bachelors Degree
  • Experience in Banking or Financial Servicesparticularly in Credit Cardsis an advantage, but not mandatory
  • At least 35 years of experience as a Customer Experience Analyst, with a strong background in data-driven decision-making and problem-solving.
  • Proven ability to manage and deliver cross-functional projects on time, within budget, and aligned with business goals.
  • Proficient in Microsoft Office tools and platforms such as MIRO, LUCID, Excel, PowerPoint, and Access for research, analysis, and presenting insights.

What you can expect from joining our team

  • Career development and training opportunities
  • Competitive salary package and benefits
  • Performance-based incentives and recognition programs to reward high-performing individuals
  • Opportunity to work with industry experts and be mentored by them
  • Defined career progression paths to guide you in your professional growth

  • Mechanical Designer

    4 days ago

    Taguig, National Capital Region, Philippines NSB Engineering Design and Fabrication Full time ₱180,000 - ₱220,000 per year

    Designing manufacturing processes and productsAssessing product usability and safetyResearch new product ideas and methodsImprove existing products and processesEnsure compliance with the industry's safety standardsPresent prototypes and designs to customers and project managersJob Type: Full-timePay: From Php18,500.00 per monthAbility to...

  • Customer Experience Manager

    4 weeks ago

    Taguig, National Capital Region, Philippines ACMobility Full time

    The Customer Experience Manager will be the key driver of a customer-first strategy across all touchpoints—from sales to aftersales and post-purchase interactions. You will work closely with internal teams and dealership networks to enhance satisfaction, loyalty, and retention by leading initiatives like Net Promoter Score (NPS), Mystery Shopper...

  • User Experience Designer

    4 days ago

    Taguig, National Capital Region, Philippines Audinate Full time ₱1,200,000 - ₱2,400,000 per year

    Find Your Connection to Endless PossibilitiesAre you a UX Designer looking for the next step in your career? If the opportunity to work in a global industry leader with a diverse culture excites you, this may be the role for you.With Audinate, you'll find your connection to the world of sound and vision.We lead the world in AV networking media to pioneer the...

  • Interior Design Admin Assistant with Drafting Skills

    2 days ago

    Taguig, National Capital Region, Philippines RNA DESIGN Full time ₱201,600 - ₱264,000 per year

    Job Title: Interior Designer AssistantLocation: Taguig CityJob Type: Full-timeResponsibilities:Coordinate with vendors and suppliers to source materials and furnishings, ensuring timely delivery and quality control.Develop and maintain positive relationships with suppliers, demonstrating excellent communication skills and a proactive approach to...

  • Customer Experience

    4 days ago

    Taguig, National Capital Region, Philippines CRIF Full time ₱250,000 - ₱500,000 per year

    COMPANY DESCRIPTIONCRIF is a global leader in credit bureau, business information, and credit risk management solutions. We elevate businesses to the next level with an expert blend of data and analytics. Through data-driven insights, we empower businesses to make confident, sustainable decisions across the credit lifecycle, while mitigating risk and fueling...

  • Customer & Store Experience Associate

    4 days ago

    Taguig, National Capital Region, Philippines AIRR Labs Inc. Full time ₱800,000 - ₱1,200,000 per year

    Execute and manage perfect store on-line experience for assigned brands across various platforms.Work closely with internal stakeholders to ensure fit-for-use e-tail content and online assets to create high impact store experience.Support Digital Brand Manager in executing and managing perfect store on-line experience for assigned brands across various...

  • Finance Manager

    2 weeks ago

    Taguig, National Capital Region, Philippines IT BY DESIGN Full time ₱2,000,000 - ₱2,500,000 per year

    Work Model:Work From OfficeShift:EST Hours (Night Shift)Location:BGC, TaguigIT By Design Philippinesis looking for aFinance Managerwith strong global finance experience, ideally with exposure to both theUS and Philippine markets. You'll lead financial operations, planning, and compliance for our Philippines operations and collaborate with cross-functional...

  • Customer & Store Experience Associate

    4 days ago

    Taguig, National Capital Region, Philippines AIRR Labs Full time ₱400,000 - ₱600,000 per year

    TheCustomer & Store Experience Store Associatewill support and optimize our brands' online presence. Our Customer & Store Experience Associate will collate and update online assets, ensure implementation of campaigns. Your creative thinking skills and strategies will be an essential part in creating the perfect branded store experience for our shoppers and...

  • Experience Shop Manager

    4 days ago

    Taguig, National Capital Region, Philippines Samsung Electronics Full time ₱2,000,000 - ₱2,500,000 per year

    Position SummaryAs the Experience Shop Manager, your role is essential to delivering a seamless, immersive, and customer-centric retail experience that directly impacts brand perception, loyalty, and sales performance. You will bridge operational excellence with experiential marketing, ensuring that every aspect of the store aligns with the company's brand...

  • Customer Experience Quality Lead

    3 weeks ago

    Taguig, National Capital Region, Philippines AboitizPower Full time

    OverviewJoin to apply for the Customer Experience Quality Lead role at AboitizPowerThe CX Quality Lead sets the standards for Customer Experience, and takes the lead on discovering new ways to raise these standards by looking at the quality of interactions within the end-to-end customer journey. S/he ensures that these standards are implemented across AP DU...