About this role
Be #InGoodHands with Metrobank
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 Officer, CMI
Job Summary:
The Customer Insights Officer is primarily responsible for designing and implementing insighting activities that capture a clearer understanding of the target customer.
He/ she will utilize market research and data tools to synthesize customer, competitor, industry and bank insights to support BBS in driving effective engagement with its target customer throughout their journey with the bank.
He/ she will support the advocacy for a customer-centric mindset to inspire and influence business/ marketing decisions
Duties & Responsibilities:
The role will support the cultivation of the research and insight capabilities for the Sector and the organization:
- Manage insighting and cross-functional research projects by understanding business needs and objectives, assumptions and possible challenges to identify the optimal approach to address business need. Identifies existing studies that can address needs.
- Design and implement customer insighting initiatives (e.g. desk research, qualitative interviews/ discussions, quantitative surveys, data analysis) that integrate customer, bank and competitor understanding to support business decisions and focus sales and marketing and innovation efforts
- Support the development of a clearer understanding of the commercial customer’s needs, preference and behavior to improve engagement effectiveness
- Inspire and influence business strategy, process improvements and tactical initiatives by designing, implementing and synthesizing market, customer and competitor insights to capture a better and deeper understanding of the customer.
- Enable, support and facilitate co-creation activities across internal groups and/ or customer to develop and improve product/ service offers
- Recommend the best approach to answer business objectives and deliver customer insighting initiatives within agreed specification, timeline and cost. Identify potential issues and/or support needed that may impact delivery and lead solution creation to address gaps/ issues
- Collaborate with BUs, Operations, Customer Service, Sales, Marketing, HR, and Data Teams to understand the target customer, draw actionable insights and ensure interviews/ surveys/ insights are acted upon
- Act as primary contact for third party partners. Manage client-vendor collaboration. Ensure that the vendor provides best practice approach, knowledge sharing, best cost and/ resource to deliver business needs
- Work on other methodologies, including but not limited to: Mystery Shopper studies, Online Communities, Immersions, Customer Experience measurement
Qualifications
- Bachelor’s Degree in Business Administration, Communication Arts, Statistics, or related fields
- At least 6 years market research, customer insighting/ or any related field
- At least 3 years’ experience in managing market research, customer insighting/ intelligence projects with no/ minimal supervision
- Preferably with experience in the market research agency
- With specialization on qualitative and quantitative research with knowledge or understanding of UX/CX research
- Preferably with experience in Shopper Research
- Preferably with experience in facilitating ideation workshops
- Experienced in translating qualitative and quantitative research to insights
- Experienced in synthesizing multiple data sources to provide insights
- Project management & cost control
OTHER DETAILS:
Rank: Junior Officer
Unit: Branch Banking Sector / Customer Experience Division / Customer Insights Department
Location: GT Tower, Ayala Avenue, City of Makati
Other facts
About Metrobank
Be part of a leading financial institution
Metrobank is the country’s premiere universal bank with the largest consolidated network of over 870 branches and over 1,900 automated teller machines nationwide, and 33 foreign branches, subsidiaries and representative offices. A recognized leader in the country’s banking industry, Metrobank has become the trusted banking partner, staying true to its promise of keeping you in good hands.
Experience a fruitful and rewarding career
The driving force of Metrobank’s success is its people who are committed to product quality and service excellence; practice strong work ethics and good governance. We uphold a culture anchored on our core values of customer delight, teamwork, passion for results and integrity. In Metrobank, hardwork is well-rewarded with a long term career and a competitive rewards system.
Learn from trusted professionals
Metrobank is an excellent training ground for individuals who aim to learn and gain exposure to the different facets of banking and finance. The learning opportunities are immense as you work with top-notch experts of the banking industry - a driven team of individuals who put value on excellence and passion for service.
Metrobank is regulated by the Bangko Sentral ng Pilipinas (https://www.bsp.gov.ph/)
What you'll do
- The Customer Insights Officer is responsible for designing and implementing activities to capture a clearer understanding of the target customer. This includes managing research projects and synthesizing insights to support business decisions and improve customer engagement.
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