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 executing CX transformation projects, managing NPS and CSAT programs, and driving process and digital innovations for wealth clients.

Key responsibilities

• Design and implement CX strategies that improve client satisfaction and loyalty.
• Lead transformation and process re‑engineering initiatives using Lean Six Sigma and other improvement methodologies.
• Collaborate across functions to manage change, ensure compliance, and mitigate risk.
• Track performance metrics, govern project delivery, and report on NPS/CSAT results.
• Identify digital opportunities that streamline service delivery and create seamless client experiences.

Required profile

• Bachelor’s degree in Business, Information Technology, or a related 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