The Service Design Lead is expected to improve customer and employee experiences by researching user needs, mapping end-to-end journeys, identifying service gaps, and designing practical solutions across Metrobank’s channels and operations. Requirements typically include a bachelor’s degree in design, business, technology, psychology, or a related field; several years of experience in service design, UX, customer experience, product development, or innovation; and strong knowledge of design-thinking methods, journey mapping, research, prototyping, and workshop facilitation. The candidate should be comfortable working with senior stakeholders and multidisciplinary teams, translating insights into measurable improvements, and balancing customer needs with business, regulatory, and operational requirements.
Metropolitan Bank & Trust Company, commonly known as Metrobank, is one of the Philippines’ largest universal banks. Established in 1962, it provides retail and corporate banking, consumer finance, investment banking, treasury, wealth management, and digital financial services to individuals, businesses, and institutions. The bank serves customers through a nationwide branch and ATM network, digital platforms, and specialized financial subsidiaries. Metrobank is known for its strong presence in corporate and commercial banking and continues to invest in technology, customer experience, data, and modern banking solutions. Its headquarters are in Makati City, Metro Manila. Employees typically work in a structured financial-services environment where risk management, regulatory compliance, collaboration, service quality, and innovation are important. The organization offers opportunities for professionals who want to build careers in banking while contributing to the digital transformation of a major Philippine institution.
The Philippines offers career opportunities in banking, business-process services, technology, healthcare, education, tourism, engineering, and retail. Most professional roles are concentrated in Metro Manila, particularly Makati, Taguig, and Quezon City, while Cebu and Davao are growing business centers. Filipino culture is welcoming, family-oriented, and relationship-driven, with English widely used in workplaces. Life can be affordable compared with many international cities, although housing and commuting costs are higher in major business districts. The country provides beaches, mountains, historic towns, and a relaxed island lifestyle, but tropical weather, traffic, and occasional typhoons require preparation. Foreign nationals generally need an appropriate work visa or permit, usually arranged with employer support; visiting visa status does not authorize employment. Relocating employees should secure a job offer, verify visa sponsorship, arrange health insurance, and research housing, transportation, taxation, and local registration before arrival.
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