Rommel Magtalas, CLSSGB

• Manage the Customer Experience Design Group, who leads the creation and management of customer journeys for a great customer experience, anchored to the value proposition of the company which is to render outstanding service to our clients. • Lead the delivery of both Digital and Offline channels including mobile app, web, eStores and physical stores. • Conducts customer validation to validate proposed Customer Journey Maps through interviews and FGD. This is to ensure the quality of our products and service is align based on our customer’s needs. • Defines KPIs and metrics of all touchpoints and aftersales features to ensure proper performance monitoring once rolled-out into production and ready for commercial use • Drives initiatives to improve customer retention, reduce churn, and increase customer satisfaction • Develops listening points in the customer journey, define experience design segmentation of customer base (target personas) and varying strategies, and identify opportunities for continuous improvement • Provides ideal solutions to deliver business requirements on-time • Leads CX Product Ownership group in developing technical solutions and Minimum Launch Requirements • Conducts end-to-end project management on key projects and BAUs

• Leading the product development and project management team. • Overall program management lead for Case Management System and Field Service Management System and Knowledge Management System. • Collaborate with key stakeholders t o build strategic plans, capture business requirements, define project roadmap, conducts feasibility study & market research and manage business' expectations. • Develop a project plan and timeline, enforce a proper resource management, maintain a n accurate project documentation tp ensure smooth project delivery.

• Managed digital channels and e-commerce platforms to enhance digital customer experiences. • Designed and developed wireframes, mockups, and prototypes to optimize UI/UX, improving user interactions and engagement. • Initiated usability testing to refine user journeys, enhance platform quality, and introduce cutting-edge digital solutions. Conducted data-driven analysis, resulting an increase in website and app users for PLDT-Smart’s digital assets. • Collaborated with marketing teams to promote self-service platforms, improving accessibility for balance inquiries, eStatements, bill payments, purchases, and customer support. • Collaborates with Brand and Marketing team to deploy tactical campaigns across all segments for customer retention initiative.