CX Product Manager

Do you want to take the first step in making Filipinos' lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation! G ka ba? Join the G Nation today!

Strategy:

• Define and execute the product roadmap for customer support channels.

• Identify opportunities for channel optimization and automation to reduce manual processing and improve efficiency.

• Develop business cases and cost-benefit analyses for proposed support initiatives.

• Ensure that support channels are aligned with overall customer experience strategies and business objectives.

Project Execution:

• Collaborate with the delivery team to implement new capabilities and improve existing ones.

• Lead cross-functional teams to deliver support channel projects on time and within budget.

• Develop and maintain documentation of processes and best practices for support channels.

Analysis:

• Conduct research and gather customer feedback to inform product development and enhancements.

• Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of support channels and identify areas for improvement.

• Regularly report on the performance and effectiveness of support channels, providing actionable recommendations for optimization.

• Stay up-to-date with industry trends and best practices in customer support and automation.

Financial:

• Manage the budget for support channel initiatives, ensuring cost-effective solutions are implemented.

• Track and report on the cost to serve across different support channels, identifying opportunities for cost reduction.

• Balance the improvement of customer experiences with cost management through strategic planning and execution.

• Develop financial models to forecast the impact of support channel enhancements on overall business performance.

QUALIFCATIONS:

• Educational Background – Operations, Analytics , Marketing, Statistics, Economics or any related degree
• Work Background - Fintech or similar industries
• Level of Knowledge - In-depth knowledge on CX, In-depth knowledge on Insighting , In-depth knowledge on Research
• Skills and Functional Competencies - Leadership, Analytical Thinking, Problem Solving, Adaptability, Results-Driven, Interpersonal Skills, Teamwork Orientation, Strategic Thinking, Communication Proficiency, Presentation Skills

What We Offer

Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package