Customer Experience

2 days ago

Ortigas Metro Manila, Philippines Wefund Lending Corp. Full time ₱900,000 - ₱1,200,000 per year

Key Responsibilities:

  • Customer Experience Strategy & Execution - develop and implement comprehensive strategies to optimize the customer/user experience across all user touchpoints—including the app, website, social media channels (e.g., Facebook), and customer service hotline.
  • Research, Analytics and Benchmarking - conduct regular research and surveys to assess customer awareness, customer feeback and review, brand perception, satisfaction, usage patterns, and preference to identify pain points and develop actionable plans to address and improve overall UX. Ensure that JuanHand remains a leader in the industry by evaluating and analyzing competitor's platforms.
  • Cross-functional Collaboration - work closely with HQ and cross-functional teams — including Product, Marketing, Customer Service, and Technology — to align customer experience initiatives with business priorities and ensure their effective implementation.
  • Culture & Advocacy - promote a customer-first mindset across all levels of the organization, serving as a vocal advocate for user-centric decision-making.

Qualifications

  • Bachelor's degree in Business, Marketing, Communications, or a related field
  • Minimum 5+ years of relevant experience in CX, UX, service design, or similar roles.
  • Proven track record in managing CX initiatives across digital and offline channels.
  • Strong analytical skills with experience in customer insights and journey mapping.
  • Excellent communication and cross-functional collaboration skills.
  • Passionate about user advocacy and delivering exceptional experiences.

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