CX Project Officer

About the role

The Customer Experience (CX) Project Officer will support RCBC Wealth Management Group’s strategic initiatives aimed at enhancing client journeys and delivering best‑in‑class service. You will play a pivotal role in driving CX transformation projects, managing key satisfaction metrics, and fostering a customer‑centric culture across the organization.

Key responsibilities

• Support the design and execution of CX strategies and journey improvements.
• Lead transformation and process re‑engineering initiatives using Lean Six Sigma or similar methodologies.
• Collaborate with cross‑functional teams to manage change and ensure seamless project delivery.
• Oversee Net Promoter Score (NPS) and Customer Satisfaction (CSAT) programs, tracking performance and reporting results.
• Drive digital and process innovations that improve service delivery for wealth‑management clients.
• Maintain compliance and risk management standards throughout CX projects.

Required profile

• Bachelor’s degree in Business, Information Technology, or a related quantitative field.
• Deep understanding of CX principles, client‑journey mapping, and process‑improvement methodologies.
• 3–5 years of experience in Customer Experience, Business Transformation, Process Improvement, or Project Management, preferably within financial services.

Required skills

What we offer

• Opportunity to shape CX strategy for a leading wealth‑management business.
• Collaborative environment with cross‑functional teams.
• Professional growth in a dynamic financial services setting.