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Head Customer Experience Design

2 weeks ago

Manila, National Capital Region, Philippines EastWest Banking Corporation Full time $60,000 - $80,000 per year

About the job Head Customer Experience Design The Head of Customer Experience Design will lead & strategize the creation of end-to-end customer experiences across bank wide touchpoints & backend support units through deeper understanding of customer current experiences. He will head and manage a unit that co-creates better end-to-end experiences for customers through process improvement partnerships with the business units using data-driven and structured business process improvement tools.

Coverage will be the end-to-end customer journey or the whole customer life cycle from Acquisition/Account Opening to Servicing/Maintenance and Attrition Management. He will drive the streamlining of processes for faster, convenient, accessible & error-free delivery of competitive service.

In addition, he will help define the distinctive value and experiences the bank may consider to provide to its targeted customers through its products and services. He will lead the creation of a unique and signature end-to-end experience across customer touchpoints and segments. The role also includes reporting to the CEO, President and members of the Senior Manco, the progress on cross-functional efforts to improve the design on processes that impact customer experiences.

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