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Job Title :
Customer Experience Officer
Job ID :
Category :
Location :
PHHO-Manulife Philippines, Makati City PH
Job Type :
Full Time
Posted On :
Job Description :

"Are you looking for unlimited opportunities to develop and succeed?  With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations."
  • Assist the Customer Experience Manager in developing and maintaining an end-to-end customer journey map that will provide the business with insight to the customer experience across our various distribution and servicing channels
  • Partner with various internal teams to ensure the customer experience is always top of mind across various initiatives, including but not limited to:
  1. Product development process
  2. Sales process
  3. Customer service process
  4. Remote channel interaction flows
·  Employ Design Thinking discipline when developing/reviewing customer-perceptible processes
·  In partnership with Customer Insights and relevant internal teams, co-develop action plans in response to research and satisfaction survey findings. Track and report on progress and impacts of such plans.
·  In partnership with HR and Training teams, implement workshops and similar initiatives aimed at building awareness of the customer experience, and championing a culture of service excellence & customer focus.
·  Participate in Regional (Asia) projects in the area of client centricity and customer experience, as needed.
Required Skills:

  • 3-5 years of experience in customer experience, service quality, process re-engineering, customer engagement or related function
  • Highly analytical, creative and organized
  • Strong project management skills;  able to deliver multiple requirements on time
  • Demonstrated leadership potential; able to influence others despite the absence of reporting relationships
  • Flexible, results oriented and able to work in a fast-paced environment
  • Very good oral, written communication and interpersonal skills
  •  Ability to interact with and influence people at all levels of the organization
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