CX Project Officer

About the role

The Customer Experience (CX) Project Officer will support RCBC Wealth Management Group’s strategic initiatives to enhance client journeys, improve service delivery, and embed customer‑centric practices across the organization. You will play a key role in executing CX transformation projects, managing NPS and CSAT programs, and driving digital and process innovations for wealth‑management clients.

Key responsibilities

• Design and implement CX strategies and client‑journey mapping initiatives.
• Lead transformation and process re‑engineering projects using Lean Six Sigma principles.
• Collaborate cross‑functionally to manage change and ensure alignment with business goals.
• Track performance metrics, governance, and reporting for CX programs.
• Ensure compliance with risk and regulatory requirements throughout project delivery.

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 project/program management.

Required skills

• Lean Six Sigma methodology.

What we offer

• Opportunity to shape CX transformation within a leading wealth‑management organization.
• Collaborative environment with cross‑functional teams.