Taguig City, Philippines





Job ID


Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. Our new vision means we’re reinventing our financial modelling, planning and forecasting tools. Join us in our Finance Integrated Business Services (IBS). It is a global, cross functional organization within PMI. At IBS, we work with our internal customers in the central functions, regions and markets, and design highly digitalized global process led solutions. The objective is to improve the experience of our internal customers through these solutions and enabling them to deliver their strategies for PMI – thereby accelerating the overall PMI transformation. Your ‘day to day’ The Customer Experience Lead Asia will be key in the transformation of IBS to become a centric organization. Will help to build CX capability within for the region, support Voice of the Customer (VoC) tools deployment and handle CX agenda for the region in strong partnership with the CX leads from the rest of the regions (LA&C and EU), VoC program leader and IBS Regional Business Engagement. Will act as a referent and coach for the different teams on moving ahead with action plans focus on driving up IBS CX NPS. The CX Lead will be actively looking for opportunities to create a positive impact on internal customer’s service perception, support design/testing/implementation of initiatives and projects aimed to address priority pain points. Drive customer experience improvement and represent voice of the customer across all touchpoints and channels. Be a focal point for market Finance teams, guiding from insights to action planning and measurement. Ensure governance of CX Framework, engage teams through internal and external communications and activities, collaborate heavily with other CX team members to deliver on requests. The CX Lead will report to CX global team, and become responsible to: • Support BE/HoC to have a consolidate view of customers’ perception in the region • Become a focal point for key stakeholder in the region and to organize ad-hoc sessions when required • Keep updated stakeholders mapping and frequent contacts • Run interviews to gather more insights on specific topics • Run CX bi-monthly meetings • Follow up on escalated pains, alerts and actions plans, provide visibility and coach teams on CX principles • Identify opportunities to deliver a better experience and to escalate potential issues when necessary • Engage different team’s members/areas to support teams on action plans execution based on needs (CI, FFWD, etc.) • Support the design and delivery of customer centricity workshops and communication activities in the region/center • Be point of contact for the region Stakeholders and the center on FFWD needs and activities Who we’re looking for • Change agent spirit, highly motivated to drive change in a dynamic and ambiguous environment • Project leadership experience with consumer centric mindset & experience with design thinking tools (FFWD and LEAN experience, will be a strong advantage) • Advanced change management and senior stakeholder management skills • Proven experience working across various cultures in a global team • People Manager Experience (5 years) • Fluent English speaker with very good communication, influencing & facilitation skills What we offer Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can: • Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. • Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong. • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. • Take pride in delivering our promise to society: to improve the lives of a billion smokers.