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 digital and process innovations for wealth‑management clients.

Key responsibilities

• Support the design and implementation of CX strategies and client‑journey improvements.
• Lead CX transformation projects and coordinate cross‑functional teams.
• Manage Net Promoter Score (NPS) and Customer Satisfaction (CSAT) measurement programs.
• Drive process re‑engineering and digital innovation initiatives.
• Monitor performance, ensure governance, and report on CX metrics.
• Ensure compliance with risk and regulatory requirements.

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
• Client journey mapping
• Project management techniques