Customer Experience Design and Solutions Manager  

Position Summary:

Leads the adoption of customer-centered design and functionality principles throughout the customer lifecycle. Guides the creation of experience blueprints across different ABS-CBN LOBs in accordance with the defined Kapamilya DNA that are the basis of all CX initiatives.

Program and Project Management:

1. Manages the CEXP group solutions portfolio to ensure delivery of projects, on time and within budget.

2. Prioritizes CX initiatives based on business impact (CX uplift, operational efficiencies, cost savings or incremental revenues).

3. Defines key enabling requirements - people, training/skills, data, processes, systems, measure, etc. - across different customer-facing functions and LOBs needed to deliver desired end-user experience and leads cross-functional efforts to ensure these are met.

4. Conducts overall project management of select CEXP improvement initiatives and projects, particularly those spanning different LOBs.

Customer Journey Mapping & User Experience Design

1. Performs customer journey mapping to provide a human-centered view of customer interactions across channels of different LOBs based on identified priority areas.

2. Develops ideal journey design based on a clear understanding of the customer's goals throughout the interaction.

Process Planning & Design

1. Works with service champions from different LOBs to analyze existing process, identify gaps and issues leading to negative customer experiences.

2. Formulates/Reengineers existing processes with LOB service champions to ensure alignment with RespectKapamilya service blueprints and institute systematic fixes to known issues.

Documentation & Development of Service Blueprints

1. Documents the creation of service blueprints through all stages of development -- across iterations, and their formal incorporation in the policies/systems practices of concerned LOB/s.

Budget Management

1. Assists/Coordinates with the Finance Officer in the budget preparation for different RespectKapamilya solutions initiatives.

2. Monitors project-related expenses to ensure they are within budget. Coordinates with FO regarding monitoring of expenses against the budget.

Management Reporting

1. Develops reports and presentations to upper management concerning the status and outcome of projects

2. Presents proposals for new projects/initiatives to upper management and stakeholders from different LOBs

Coordination and Facilitation

1. Holds regular meetings with CX champions and different stakeholders across LOBs to monitor/track the progress of projects initiatives or to discuss/consult on emerging CX issues that require resolution,

Coaching/Mentoring

1. Coached/Mentors other CX champions on matters of design thinking, UX/UI design and human-centered design principles to foster customer-centricity in the development of processes and principles.

Others

1. Internal and external scanning of emerging trends, technologies and competitive developments that will help fuel new, innovative solutions

2. Manages risks and plans for contingencies to ensure successful project delivery

3. Take active participation when there are department/company events/programs/project.

• Bachelor's degree graduate preferably in Industrial/Management Engineering, Business Administration/Management or Computer Science
• With at least 5 years' experience in a customer experience, customer service of UX/UI design function
• Experience in journey mapping, persona creation, design thinking, and/or UX/UI design is a plus
• Must be customer-oriented, highly analytical, organized, detail oriented; able to read/influence/collaborate with others
• Excellent communications written and oral skills
• Highly proficient in MS Office applications
• Project Management, Scrum, Six Sigma experience or certification an advantage