Customer Journey & Channel Engagement Officer

Role summary

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The Customer Journey & Channel Engagement Officer is expected to improve customer experiences across Metrobank’s branch, digital, and other service channels. Typical requirements include a bachelor’s degree in marketing, business, communications, customer experience, or a related field; experience in customer journey mapping, channel management, product marketing, service design, or banking; strong analytical, communication, and project-management skills; and familiarity with customer insights and digital platforms. The successful candidate is expected to identify service gaps, coordinate with internal teams, support engagement initiatives, monitor channel performance, and recommend improvements that increase customer satisfaction, usage, and loyalty. Attention to detail, stakeholder management, and the ability to work in a regulated financial environment are important.

About the employer

Metropolitan Bank & Trust Company, commonly known as Metrobank, is one of the Philippines’ largest universal banks. Established in 1962, it provides services to individual customers, businesses, corporations, and institutions through retail and commercial banking, treasury, investment banking, wealth management, payments, and digital channels. The bank operates a broad branch and ATM network while continuing to expand mobile and online banking capabilities. Metrobank is part of the Metrobank Group, which has interests across financial services and related businesses. Its roles typically involve serving customers, improving financial products, managing risk, and supporting digital transformation. The organization offers opportunities in banking operations, technology, analytics, customer experience, sales, finance, and corporate functions, with its main corporate presence in Makati and operations throughout the Philippines.