Customer Experience Officer (Retail Banking)

The Customer Experience (CX) Officer for Consumer Segments Marketing is responsible for customer journeys and experience enablement across BPI’s retail banking segments—Affluent, Mid-Market, and Core Mass. This role is accountable for ensuring that the bank’s processes, platforms, and service delivery models are designed and continuously optimized to support the effective execution of segment-led strategies.

CX enables the value proposition of Consumer Segments—translating segment strategies into seamless, scalable, and customer-ready experiences across all touchpoints. This includes identifying and removing friction in key journeys (e.g., onboarding, product bundling, servicing), aligning cross-functional stakeholders, and embedding customer-centric design into operational workflows.

The role partners closely with Segment, Product, Channel, Operations, and Technology teams to ensure that experience delivery is consistent, efficient, and fit-for-pur...