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 embedding customer‑centric practices across the organization. You will play a key role in executing CX transformation projects, managing NPS and CSAT programs, and driving process and digital innovations to deliver a best‑in‑class experience for wealth clients.

Key responsibilities

• Design and implement CX strategies and journey maps aligned with business goals.
• Lead transformation and process re‑engineering initiatives using Lean Six Sigma or similar methodologies.
• Collaborate with cross‑functional teams to manage change and ensure successful project delivery.
• Track performance metrics, governance, and reporting for CX programs.
• Ensure compliance with risk and regulatory requirements throughout project execution.

Required profile

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

Required skills

• Lean Six Sigma methodology