Voice of Customer Program Manager

3 weeks ago

Pateros, Philippines Globe Telecom Full time

Overview At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Responsibilities Harvests VOC insights across various sources to identify opportunities for ongoing Customer Experience improvement. Analyzes and integrates data from customer feedback, social sentiment, operational data, qualitative/observational research. Surfaces insights on customer issues/pain points, determines root causes (e.g. internal challenges) and highlights key areas for resolution. Identifies opportunities to align and/or innovate around Customer Experience design. Enables internal business partners to address VOC insights through Stakeholder Engagement and Program Management. Facilitates prioritization and development of initiatives to close the VOC loop. Drives collaboration among internal stakeholders to follow through on agreed VOC initiatives. Monitors successful execution and impact on NPS improvement. Manages strategic VOC programs. Develops the strategies and execution plans to address priority VOC insights. Leads the end-to-end execution of the priority VOC programs. Drives NPS improvement from successful delivery of VOC programs. Equal Opportunity Employer Globe’s hiring process promotes equal opportunity to applicants. Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here. Your Passion Part of Your Profession. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York. #J-18808-Ljbffr

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