444 Customer Journey jobs in the Philippines

Department

Customer Journey Management

Job posted on

Sep 09, 2025

Employee Type

Probationary

Experience range (Years)

3 years - 5 years

Cebu Pacific puts people at the heart of service - be it our customers, clients, partners or employees. Our CustomerServiceOperations Team is dedicated to delivering exceptional airport and inflight experience, ensuring that we make moments happen at every touchpoint in the passenger journey. Encompassing key areas in CustomerService, Airport Experience, Cargo Operations, and Ramp Services, our team is committed to upholding Cebu Pacific's values for service, operational excellence, and air transport reliability.

At Cebu Pacific, everyJuan's moments matter. Join our CustomerServiceOperations team as Manager, Customer Journey and create meaningful moments and connections for our passengers. Visit our careers site to learn more about how your moment matters at Cebu Pacific: CEB Careers Site

Duties and Responsibilities

• Continuous monitoring of operations and ensures safety and security of all crews and passengers
• Manage and oversee customer service agents to achieve operational excellence and provide good passenger experience.
• Supports and mobilizes the Network Control Center and ground operations teams to ensure effective handling of emergencies and accidents, irregular operations, flight disruptions, and other airport contingencies.
• Facilitates exercises, and reviews in developing contingency plans and manual procedures to ensure compliance to regulatory bodies and the company policy.
• Proactively manage flight disruptions and irregularities and activate crisis management, if necessary.
• Ensure that all passengers are cared for and informed through disruption management and service delivery tools.
• Develop relationships with both internal and external airport stakeholders, which includes but not limited to: authorities, suppliers, service providers, and others
• Ensure proper management of flight disruptions is attained as well as positive guest recovery as per the company policies and standards.
• Increase customer satisfaction through proper communications by providing an appropriate level of transparency and accountability throughout the disruption management process

Qualifications

• Must be a college graduate of any four-year course
• Must have had at least three (3) years of customer handling experience or airport front line operational experience
• Must have at least two (2) years of experience in a supervisory / managerial capacity
• Preferably with experience and background in all facets of airport operations and systems
• Must be willing to work in a onsite arrangement and be based in Pasay

Why Join Us:

• We are the first Great Place to Work certified airline in Southeast Asia.

• We have been recognized as Best Employer Brand on LinkedIn for two consecutive years.

• Be part of a forward-thinking team that values innovation and continuous improvement.

• Play a key role in developing and nurturing the talents that drive our success.

• Accelerate your career with access to extensive learning programs and leadership development initiatives, all under Ceb U, our corporate university.

• Enjoy unique employee perks such as free travel for you and your family. Expanded coverage to common law partners and same sex partners

• Be assured of a comprehensive healthcare coverage upon hire.

Your moment matters. Be a Moment Maker

Cebu Pacific warns the public against fake hiring and training advertisements by unknown groups. We do not require payment from candidates during the recruitment process nor do we require submission of physical application do cu ments. For official information on our job openings, please visit our LinkedIn or career site at CEB Careers Site for reference.

• REQ
• 22/09/2025
• Customer Journey
• Makati City, Filipijnen
• ING Hubs

Your role as Customer Journey Epert

The Customer Journey Epert (CJE) has end-to-end responsibility for the development, management, harmonisation and phasing out of commercial products and services with a view to achieving an optimum customer eperience. The CJE works most of its time in a squad within ING's Agile organisation. Works together with other eperts to achieve the squad's mission. Has epertise in the areas of functional support, product development and process optimisation. A CJE is also a member of a Product development team where he or she works on its craftsmanship. In the product development area we will build and etend craftsmanship on developing, innovating and safeguarding knowledge in the field of the Wholesale Banking Loan Servicing epertise with a view to achieving an optimum customer and user eperience.

Your key responsibilities

• You are representing the voice of the customer and internal users and focus on continuously improving the digital payments journeys we are offering;
• You focus on continuously improving the digital journeys we are offering;
• You are able to simplify solutions and processes and tell the story clearly to our Lending Operations colleagues;
• You are able to develop, implement and communicate the roadmap around the squad vision;
• You are able to perform (automated) testing and facilitate and support user acceptance testing for new releases;
• You perform functional support to the main users of our applications;
• You define business requirements for the development of products and services;
• Ensure our licence to operate by secure and flawless 24/7 operations while ensuring regulatory compliance;
• You understand the payment / settlement solutions in scope of your squad.

We are looking for

Proactive and ambitious CJE who can add value based on his/her in depth knowledge about Wholesale Banking Lending and has working knowledge on credit rating/financials and likes to work in a combined business/IT environment. You are passionate, bring new ideas, are open to others suggestions and a great team player. You have good communication skills and open to learn new skills. You are on top of market trends and would be at ease talking about how technology as well as Lending is evolving.

Proven track record and skills

• Bachelor / master's degree;
  E- perience/affinity with Wholesale Banking Product Area(s) and Lending products
  E- perience with process optimization and/or business analysis;
  E- perience with software delivery process
  E- perience with end to end process/ design workflow
  E- perience with testing support
  E- perience in supporting a global user community
• Familiar with the Agile Way of Working;
  Minimal 5-10 years of working e- perience in this area
  E- cellent level of English.

Your place of work

Eplore the area

Questions? Just ask

ING Recruitment team

Bij ING willen we het beste uit mensen halen. Daarom hebben we een inclusieve cultuur waarin iedereen de kans krijgt om te groeien en een verschil te maken voor onze klanten en de samenleving. Diversiteit, gelijkheid en inclusie staan bij ons altijd voorop. We behan iedereen eerlijk, ongeacht leeftijd, geslacht, genderidentiteit, culturele achtergrond, ervaring, geloof, ras, etniciteit, beperking, gezinssituatie, seksuele geaardheid, sociale afkomst of wat dan ook. Heb je hulp nodig of kunnen we iets voor je doen tijdens je sollicitatie of gesprek? Neem dan contact op met de recruiter die bij de vacature vermeld staat. We werken graag samen met jou om het proces eerlijk en toegankelijk te maken. Lees hier meer over hoe wij staan voor diversiteit, inclusie en erbij horen.

Your role as Customer Journey Expert

The Customer Journey Expert (CJE) has end-to-end responsibility for the development, management, harmonization and phasing out of commercial products and services with a view to achieving an optimum customer experience. The CJE works most of its time in a squad within Company's Agile organization. Works together with other experts to achieve the squad's mission. Has expertise in the areas of functional support, product development and process optimization. A CJE is also a member of a Product development team where he or she works on its craftsmanship. In the product development area we will build and extend craftsmanship on developing, innovating and safeguarding knowledge in the field of the Wholesale Banking Loan Servicing expertise with a view to achieving an optimum customer and user experience.

Your key responsibilities

• You are representing the voice of the customer and internal users and focus on continuously improving the digital payments journeys we are offering;
• You focus on continuously improving the digital journeys we are offering;
• You are able to simplify solutions and processes and tell the story clearly to our Lending Operations colleagues;
• You are able to develop, implement and communicate the roadmap around the squad vision;
• You perform functional support to the main users of our applications;
• You define business requirements for the development of products and services;
• Ensure our licence to operate by secure and flawless 24/7 operations while ensuring regulatory compliance;

Qualifications

• Bachelor and/or Master degree
• Experience on Data Quality – Dama Dimensions
• Experience in Data Governance / management
• Experience in training/working with business data stewards, data owners, etc.
• Experience in handling Data Quality tools
• Translating business requirements into functional specifications / user stories.
• Show structural thinking skills to resolve issues and define solutions.
• Experience/affinity with Wholesale Banking Product Area(s) and/or Lending products and IT is a plus;
• Experience in supporting a global/local user community;
• Minimum of 3-6 years of working experience in this area;
• Excellent level of English both oral/written
• Proactive, willing to learn, staying for the long haul
• Basic SQL for data querying
• Location: One Ayala, Makati, Philippines
• Working Setup : Hybrid 3x onsite, 2 days WFH

Overview Function Description

Function description

Business Analyst (CJE) within Global KYC

Within Global KYC, we are looking for a Business Analyst (BA) for Customer Due Diligence (CDD). In that role, you will be part of an exciting journey towards truly global standardization within the domain of KYC for ING. You will be involved with the development of the Global KYC Digital Service contributing to socially relevant topics such as Anti-Money Laundering, Counter Terrorism Financing, Fraud, Sanctions and their global implementation across 40+ countries, affecting 40 million+ ING customers. Through this, we will be able to deliver our customers an optimal KYC experience, whilst remaining compliant and in control of our risks and processes on a global scale. You will be in contact with market leading vendors and thought leaders in their respective domains. As such, you will be working with many colleagues from different disciplines, geographies and backgrounds.

What you'll do

As a BA you take an active role in the refinement of the user stories. You support the Product Owner (PO) and squad with your Pega application and KYC process knowledge, ensuring compliancy by design. You refine the roadmap and guarantee that the business requirements and non-functional requirements are translated to the IT Solution requirements.

As a Business Analyst in Data Integration squad, you are responsible for keeping the bank and its customers safe by providing integration capabilities between the KYC application and third parties, both within and outside the KYC Tribe, that support the Customer Due Diligence process.

Particularly for KYC, we are looking for Analysts with a track record in successfully transforming complex KYC requests into simple and concise demands. Moreover, we look for BAs that are able to work within a multidisciplinary team in a fast-moving, challenging environment. Experience in the customer journeys of Client Onboarding and/or Client Maintenance, KYC and CDD process related translation to business requirements and IT Pega solution implementation is a must.

• You maintain and extend APIs that support the Customer Due Diligence process
• You maintain and extend the integration with GRDM (Global Reference Data Management), which provides static data which is used by the various capabilities within the KYC application, including data integration itself
• You maintain the Lifecycle of Customer Master Profile within the KYC application
• You manage the standardisation of the usage of list values (customer segments, industry codes, etc) within the KYC application across countries
• You support data loading to data warehouse
• You refine the stories for the Squad that are aligned with the product owner's objectives of the product and process
• You refine the stories to have it written in a straightforward and executional way to optimize velocity in the teams;
• You create business driven development scenarios to support test automation
• You look beyond your squad; you work together with the Business Analysts/Architects and squads in our Tribe to create one service and align on the bigger picture and process;
• You make sure your work is always on time for the Squad;
• You analyse business requirements for the development of products and services in the KYC scope and translate the requirements to designs, data demand and processes

Vacaturetitel

• You play a supporting role in planning and slicing the work
• You are able to simplify solutions and processes and tell the story clearly to various international stakeholders;
• You work with colleagues from the Global KYC CDD Expertise Pillar and Compliance to ensure all solutions and processes are compliant with ING's policies and standards and fit-for- purpose;
• You contribute to the ING One Agile Way of Working and safeguard the Orange Code;
• You give and ask for constructive feedback.

How to succeed:

• Master or bachelor degree;
• Minimal 3-10 years of working experience as a Business Analyst or Process Manager
• Experience in the area(s) of multidisciplinary complex deliveries with a track record of fast learning in the area of KYC (CDD, FATCA, CRS), Client Onboarding, Client Maintenance, AML or Compliance;
• Experience and affinity with data analysis, data mapping and conceptualizing and creating solutions for data quality improvements.
• A proactive, can-do, no surprises and positive mind-set;
• Strong analytical skills and ability to communicate your views to others
• Experience and affinity with working together in IT and solution-build driven teams;
• Experience in Process Design & Implementations (e.g. Blackbelt or greenbelt certification
• The ability to facilitate decision-making to drive complex design issues to a conclusion;
• Strong organisational sensitivity; ability to understand and take into account the underlying issues, opportunities and dynamics of an international organisation with multiple functional lines and one hierarchical line and deal with multiple (sometimes conflicting) interests;
• Strong focus on understanding the regulatory and business requirements and supportive facts and data to build the target operating model design in line with INGs ambitions;
• Agility to adjust the approach if required;
• The ability to work successfully in multiple countries and make sure these different cultures will work together as one team; taking into account different habits, beliefs, languages and time-zones, etc.;
• Strong resilience; ability to navigate through ambiguity and simplify complexity without losing essence.
• Fluent in English speaking and writing.
• Familiarity with API
• Advantage if with Pega, or any workflow, familiarity

Want to make a meaningful impact?

At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is drive by people with the imagination and determination to make a better future for themselves and those around them. ING is changing what banking can be. For you that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world's leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Job Responsibilities

What will your normal day look like:

The Customer First lead is responsible for the day-to-day management of the full range of customer metrics including but not limited to; analysis of reports, identifying risk trends, call recordings, visibility of performance and the development and implementation of treatment/mitigation.

The Customer First Lead will work closely with leaders, senior stakeholders and the quality assurance team to identify opportunity and provide recommendation on all customer metrics. Under the guidance of the Senior Operations Manager, the role will assist with Operations projects to ensure key initiatives are implemented successfully across the business.

Experience & Qualifications:

• 2 to 5 years of experience in analysis and insights creation, preferably within a BPO environment
• 2 to 5 years of experience in data handling and management
• Certification in communication skills or data analytics is a plus
• 5+ years of experience with Microsoft Office tools (Excel, PowerPoint, etc.) at an intermediate to advanced level

Core Competencies:

• Strong logical thinking and problem-solving abilities
• Proven track record in generating actionable insights from data
• Skilled in tracking and measuring the success of initiatives
• Fast learner with high adaptability and strong adherence to company policies and standards
• Ability to provide guidance and support for training or operational actions, collaborating effectively with Operations and QA teams
• Excellent presentation and communication skills
• Creative thinker with experience in developing employee engagement initiatives and generating accurate reports
• Highly reliable, detail-oriented, and consistent in work delivery

Competencies used for Interviewing Assessment Ability to identify the root cause of an issue quickly Ability to provide accurate information and guidance. Comprehensive understanding of the company's products or services. Efficiently handling multiple tasks and customers. Finding mutually beneficial solutions that satisfy the customer and the company. Providing effective and efficient solutions. Thinking creatively to address unique challenges Working well with colleagues to ensure consistent service. Additional Information

Want to know more? Check out our social media pages:

Website:

Instagram: tsa_group_

LinkedIn:

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. ). Your safety matters. If you receive a suspicious job offer, do not respond and report it to

Position: Customer Insights & Reputation Specialist

Location: Onsite – Mandaluyong

Schedule: Day Shift (6:30 AM – 3:30 PM, Australian Client)

Employment Type: Full-Time

Why You'll Love Working Here:

• Fixed weekends off
• Collaborative, supportive team environment
• Office is highly accessible – near transport, food spots, and malls
• Stable daytime schedule (no night shifts)

About the Role:

As a Customer Insights & Reputation Specialist at VoltX Energy, you'll be the frontline defender of our brand voice. You'll monitor online reviews, resolve customer concerns, and turn negative experiences into positive ones—helping us build trust and customer loyalty.

Key Responsibilities:

• Monitor and respond to reviews across Google, ProductReview, and forums
• Proactively reach out to unhappy customers to resolve issues
• Collaborate with internal teams to ensure resolutions are delivered
• Encourage happy customers to leave positive reviews
• Analyze customer feedback trends and prepare VoC reports

What We're Looking For:

• At least 2 years in online reputation management or digital customer service
• Excellent English communication and writing skills
• Strong conflict resolution, emotional intelligence, and analytical skills
• Familiarity with review platforms (Google, ProductReview, etc.)

Nice to Have:

• Experience supporting Australian, US, or UK clients
• Background in customer recovery or service escalation roles
• Experience with social listening or reputation management tools

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world's leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We're a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Job Responsibilities

What will your normal day look like:

The Customer First lead is responsible for the day-to-day management of the full range of customer metrics including but not limited to; analysis of reports, identifying risk trends, call recordings, visibility of performance and the development and implementation of treatment/mitigation.

The Customer First Lead will work closely with leaders, senior stakeholders and the quality assurance team to identify opportunity and provide recommendation on all customer metrics. Under the guidance of the Senior Operations Manager, the role will assist with Operations projects to ensure key initiatives are implemented successfully across the business.

Experience & Qualifications:

• 2 to 5 years of experience in analysis and insights creation, preferably within a BPO environment
• 2 to 5 years of experience in data handling and management
• Certification in communication skills or data analytics is a plus
• 5+ years of experience with Microsoft Office tools (Excel, PowerPoint, etc.) at an intermediate to advanced level

Core Competencies:

• Strong logical thinking and problem-solving abilities
• Proven track record in generating actionable insights from data
• Skilled in tracking and measuring the success of initiatives
• Fast learner with high adaptability and strong adherence to company policies and standards
• Ability to provide guidance and support for training or operational actions, collaborating effectively with Operations and QA teams
• Excellent presentation and communication skills
• Creative thinker with experience in developing employee engagement initiatives and generating accurate reports
• Highly reliable, detail-oriented, and consistent in work delivery

Competencies used for Interviewing Assessment
Ability to identify the root cause of an issue quickly Ability to provide accurate information and guidance. Comprehensive understanding of the company's products or services. Efficiently handling multiple tasks and customers. Finding mutually beneficial solutions that satisfy the customer and the company. Providing effective and efficient solutions. Thinking creatively to address unique challenges Working well with colleagues to ensure consistent service.
Additional Information

Want to know more? Check out our social media pages:
 

Website:

Instagram
: tsa_group_

LinkedIn:

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @

). Your safety matters. If you receive a suspicious job offer, do not respond and report it to

Position: Customer Insights & Reputation Specialist

Location: Onsite – Mandaluyong

Schedule: Day Shift (6:30 AM – 3:30 PM, Australian Client)

Employment Type: Full-Time

Why You'll Love Working Here:

• Fixed weekends off
• Collaborative, supportive team environment
• Office is highly accessible – near transport, food spots, and malls
• Stable daytime schedule (no night shifts)

About the Role:

As a Customer Insights & Reputation Specialist at VoltX Energy, you'll be the frontline defender of our brand voice. You'll monitor online reviews, resolve customer concerns, and turn negative experiences into positive ones—helping us build trust and customer loyalty.

Key Responsibilities:

• Monitor and respond to reviews across Google, ProductReview, and forums
• Proactively reach out to unhappy customers to resolve issues
• Collaborate with internal teams to ensure resolutions are delivered
• Encourage happy customers to leave positive reviews
• Analyze customer feedback trends and prepare VoC reports

What We're Looking For:

• At least 2 years in online reputation management or digital customer service
• Excellent English communication and writing skills
• Strong conflict resolution, emotional intelligence, and analytical skills
• Familiarity with review platforms (Google, ProductReview, etc.)

Nice to Have:

• Experience supporting Australian, US, or UK clients
• Background in customer recovery or service escalation roles
• Experience with social listening or reputation management tools

Job Type: Full-time

Benefits:

• Company events
• Health insurance

Ability to commute/relocate:

• Mandaluyong: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• How much is your expected salary (In PHP Monthly)?

Experience:

• Online reputation management, customer escalations, or CSR: 2 years (Required)
• Familiarity w/ major online review platforms: 2 years (Required)

Work Location: In person

Company Profile: Founded in the early 1980s by a small group of engineers, this global organization started with a modest capital and a big vision—to use technology to solve business problems. Over the decades, it has expanded its reach to dozens of countries, offering services in areas like software development, digital solutions, and business consulting. Known for its ethical practices and focus on innovation, the company has become a trusted partner to many of the world's leading enterprises.

Position: Client Service Consultant

Company Industry: BPO company

Location: BGC, Taguig City,

Salary Offer: Php 26,000 - Php 30,000

Work Schedule: Graveyard Shift

Work Set Up: Onsite

BENEFITS :

Government Mandated Benefits

HMO

Sick leave

Vacation Leave

*other benefits will be discuss during job offer.

Job Requirements:

Bachelors Degree in any related field.

At least 1 year working experience as Customer Care Specialist in BPO company.

Amendable to work in shifting/Graveyard Shift

Amendable to work as soon as possible.

Job Responsibilities:

• Respond to customer inquiries via phone, email, chat, or in-person.
• Resolve product or service issues efficiently and professionally.
• Provide accurate information about products, services, policies, and procedures.
• Escalate complex issues to appropriate departments when needed.

Recruitment Process:

Initial Interview

Second Interview

Final Interview

Job Offer

Job Type: Full-time

Pay: Php26, Php30,000.00 per month

Work Location: In person