Head, Customer Insights Department

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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 Department Head

 

Job Summary:

The Customer Insights Department Head is Responsible for the following:

  • Identify relevant and actionable insights from various data sources that will drive consideration and conversion of the bank’s products and services and improve customer delight/ experience. Integrate and synthesize consumer/ market knowledge across various analytics, research and insightings solutions/ programs (data analytics, qualitative, quantitative research, desk/ competitive research) to identify growth opportunities and drive product/ service/ process innovation
  • Build a holistic understanding of retail and commercial customers to ensure relevance and ensure seamless experience
  • Lead the design and execution of the Voice of the Customer Program
  • Lead and monitor the Customer Feedback Management Program and ensure best practice approach/ methodologies and benchmarks are created over time
  • Bring in an outside-in lens. Bridge internal and external data to provide an integrated understanding of the customer
  • Oversee the Customer Insights team to provide best strategic support and advisory to the Branch Banking Sector to achieve strategic plans and key performance indicators for the business and its customers
  • Recommend the best approach to answer business objectives and ensure the team provides business value at the same time deliver within agreed specification, timeline and cost
  • Lead and manage the client-vendor collaboration. Build relationship for optimal support on best practice approach, knowledge sharing, best cost and/ resource to deliver business needs
  • Identify relevant and actionable insights from various data sources that will drive consideration and conversion of the bank’s products and services and improve customer delight/ experience. Integrate and synthesize consumer/ market knowledge across various analytics, research and insightings solutions/ programs (data analytics, qualitative, quantitative research, desk/ competitive research) to identify growth opportunities and drive product/ service/ process innovation

 

Role Exposure:

  • Lead a new team that will embed customer-centric mindset in the bank
  • Create a legacy by pioneering and championing the Voice of the Customer Program
  • Play a role in supporting enterprise projects such as defining the Metrobank Experience and Branch of Tomorrow

 

Qualifications: 

  •  5-8 years market research, strategic planning, customer insighting/ analytics, business analytics/ intelligence or any related field
  • At least 3 years experience in leading market research, customer insighting/ analytics or business analytics/ intelligence projects
  • 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
  • Insight synthesis
  • Preferably with experience in leading a team/ cross functional team
  • Preferably with experience in leading customer satisfaction (CSAT)/ net promoter score (NPS) studies and/or Voice of the Customer Program
  • Has experience in creating/ defining KPIs/ benchmarks
  • Experience in presenting to varying levels of Management

 

Other Details: 

Rank: Junior Officer

Unit: Branch Banking Sector/ Strategic Support Unit

Office Location: Metrobank Plaza, Makati