Customer Insights Officer

About the role

Metrobank is seeking a Customer Insights Officer to lead the design, execution, and analysis of customer feedback initiatives. You will turn voice of the customer data into actionable insights that drive product, service, and process improvements across the bank.

Key responsibilities

• Collaborate with business, data, and support teams to define measurement needs and embed feedback into improvement cycles.
• Develop and manage customer experience measurement plans, surveys, and analytics for CSAT, NPS, and CES.
• Process and analyze voice data, identifying opportunities for service and product enhancements.
• Partner with the CFM Platform Manager to implement feedback programs and ensure methodological rigor.
• Synthesize multiple data sources to deliver holistic customer insights to stakeholders.
• Act as primary liaison for third‑party partners, aligning tools, methodologies, and costs with business goals.
• Design and execute ideation workshops, immersions, and journey‑mapping activities.
• Monitor implementation of action steps derived from insights and report on performance.

Required profile

• Bachelor’s degree in Communication Research, Economics, Mathematics, Statistics, or a related field.
• At least 3 years managing market research, customer insight, or business analytics projects with minimal supervision.
• Preferably 1‑3 years experience in banking, financial services, FMCG, or telecom.
• Strong business acumen and ability to translate insights into business implications.
• Proven project‑management and cost‑control capabilities.
• Experience working cross‑functionally to develop CSAT/NPS studies or voice programs.

Required skills