Customer Experience Manager - Metrics and Insights

About the Job

Locations:BGC, Taguig

Corporate Title: Assistant Manager

Work Arrangement:Hybrid

The Customer Experience teamis looking for experienced professionals to join us in Makatiwith the role ofCustomer Experience Manager (Metrics and Insights).

In this role, youll work with data from diverse sources, collaborate with talented colleagues, and help shape exceptional customer experiences.

Going Further For You.

Whether you're just starting out, or already a seasoned professional, EastWest can help you unleash your potential, and bridge the gap between dream to success.

At EastWest, we empower our employees to drive their careers and are committed to provide the runway for them to grow. We value teamwork and individual initiatives. Join us and be part of a highly engaged team, and a workplace that promotes development and goal attainment.

For 30 years, EastWest has emerged as one of the most consumer-focused universal banks in the Philippines. EastWest is committed to continuously invest in people and in process, product, and service enhancements, and embrace new ideas to enhance the EastWest experience.

What the role will entail

• Gather and integrate data from various sources (e.g., customer behavior logs, surveys, operational reports) to create a comprehensive view of customer experiences.
• Clean, harmonize, and prepare data for analysis, ensuring accuracy and readiness for insights.
• Automate reporting processes to streamline insights delivery and improve efficiency.
• Apply advanced analytics and predictive models to identify trends, opportunities, and customer pain points.
• Build machine learning models to predict customer behavior, satisfaction, and retention, translating data into actionable insights.
• Develop interactive dashboards and visualizations using tools like Data Bricks and Power BI, automating processes for consistency and time savings.
• Collaborate with the Head of Metrics and Insights, researchers, and teams across the bank to share insights, drive improvements, and align data with team goals.

What were looking for

• A Bachelors or Masters Degree in Data Science, Statistics, Mathematics, Computer Science, or any related field
• At least 3 years of experience in data analytics, data science, or a similar role; experience in the financial industry (banking or insurance) is a plus

• Proficiency in Python for building models and running analysis, SQL for querying and managing data, Power BI for creating insightful dashboards, and advanced Excel skills for data analysis and automating reports.

• A natural problem solver with a passion for working with data, excellent communication skills to simplify complex ideas, and a collaborative team player who enjoys sharing insights and working together.

What you can expect from joining our team

• Career development and training opportunities
• Competitive salary package and benefits
• Performance-based incentives and recognition programs to reward high-performing individuals
• Opportunity to work with industry experts and be mentored by them
• Defined career progression paths to guide you in your professional growth

To know more about us, and our career opportunities, visit https://careers-page.com/eastwest-bank

Place of work