Customer Journey & Channel Engagement Officer

Role summary

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The Customer Journey & Channel Engagement Officer helps improve how customers interact with Metrobank across branches, digital platforms, and other service channels. Typical requirements include a bachelor’s degree in business, marketing, communications, finance, or a related field; experience in customer experience, journey mapping, channel management, banking, or project coordination; strong analytical, communication, and stakeholder-management skills; and proficiency with Microsoft Office and reporting tools. The successful candidate is expected to identify customer pain points, recommend service and process improvements, coordinate with internal teams, monitor engagement and satisfaction metrics, and help deliver consistent, convenient experiences across channels. Adaptability, attention to detail, customer focus, and the ability to manage multiple initiatives are important.

About the employer

Metropolitan Bank & Trust Company, commonly known as Metrobank, is one of the Philippines’ largest universal banks. Founded in 1962, it provides a broad range of services to individual, business, corporate, and institutional customers, including deposits, consumer loans, credit cards, wealth management, investment banking, treasury, and digital banking. The bank operates through a nationwide branch and ATM network supported by online and mobile platforms. Metrobank is part of the Metrobank Group, which has interests in financial services and related businesses. Its workforce includes professionals in banking operations, technology, risk, customer experience, sales, finance, and relationship management. As a major Philippine employer, Metrobank generally offers structured career development, training, benefits, and opportunities to work on large-scale banking and digital transformation initiatives.