Customer Insights Officer

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Here at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future and lead a fulfilling career. And with Metrobank's strong heart for the community, you have the chance to give back and make worthwhile contributions to our nation's economic and social development.
 

With Metrobank, a meaningful life is within your reach!

Position Title: Customer Insights Officer

Job Summary:

• The Customer Insights Officer are the ones responsible to understand business needs and collaborate with business units to build and facilitate appropriate insighting activities.
• Provide and communicate actionable customer insights by synthesizing market, customer and competitive data sources to capture a holistic understanding of the industry and the bank’s customers
• Utilize analytical frameworks and research tools to understand consumers and customers, deliver actionable insights and support strategy development and business decisions
• Lead insight creation and understanding of customer base identify opportunities for growth (consideration and conversion), ensure relevance, and improve customer delight/ experience
• Design, implement and manage day-to-day operations for Voice of the Customer Program/ Customer Feedback Management Program
• Monitor CSAT/ NPS performance and identify opportunities to improve customer experience and delight
• Act as the primary contact for third party partners and work closely with them to ensure appropriate tools, methodologies, and cost are aligned with business needs and will provide the optimal impact

Role Exposure:

• Create a legacy by pioneering and championing the Voice of the Customer Program
• Become part of the pioneer team of Customer insights and support the advocacy in embedding a customer-centric mindset in the bank
• Play a role in supporting enterprise projects such as defining the Metrobank Experience and Branch of Tomorrow

Qualifications:

• Bachelor’s Degree in Business Administration, Communication Research, Mathematics, Applied Statistics or any related field
• Strong ability to drive data, make data-driven decisions, problem solving skills, insight synthesis
• At least 4 years market research, customer insighting/ analytics, business analytics/ intelligence or any related field
• At least 2 years’ experience in managing market research, customer insighting/ analytics or business analytics/ intelligence projects with no/ minimal supervision
• Preferably 1-3 years experience in banking/ financial services, FMCG/ consumer goods or telco industry
• Business Acumen (able to translate insights to business implications)
• Project management & cost control
• Preferably with aware of customer satisfaction (CSAT)/ net promoter score (NPS) studies and/or Voice of the Customer programs
• Has experience in synthesizing multiple data sources to provide insights
• Ability to communicate and collaborate with various technical team
• Ability to communicate and collaborate with business stakeholders of varying seniority levels is an advantage 

Other Details:

Rank: Junior Officer

Unit: Branch Banking Sector

Office Location: GT Tower, Ayala Avenue, City of Makati