Job Description

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!

Position Title: Customer Journey & Channel Engagement Officer

Job Summary:

Support the Customer Experience Branch Channel Head in actively listening to customer feedback, customer needs and designing customer service and experiences that resonate with them.

Work closely with cross-functional teams to guide teams to achieve CX goals, implement solutions that align with CS/ CX standards and strategic goals and meet changing customer preferences and expectations.

Specific Duties & Responsibilities:

• Utilize customer insights and branch understanding to design initiatives that enhance customer service delivery and address customer pain points
• Work closely with marketing, sales, product and customer service teams to align efforts and deliver a cohesive customer experience in the branch
• Support Customer Service Competency development and performance improvement through the development and implementation of initiatives and related projects
• Contribute to the implementation of channel execution strategies, ensuring all communications to branches are go-to-market ready, simplified, and aligned with customer scenarios.
• Help drive customer experience (CX) improvement projects, such as process redesign, leveraging customer feedback and complaints to inform enhancements, streamline customer journeys, and improve overall service delivery.
• Perform other related functions that may be assigned from time to time.

Other Details:

Rank: Junior Officer

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

Office Location: GT Tower, Ayala Avenue, City of Makati