CX Episode Manager
2 weeks ago
Overview At Globe, we aim to create a wonderful world for our people, business, and nation. The Episode Champion plays a pivotal role in enhancing customer experience and differentiating Globe. This position focuses on co‑creating the episode’s North Star and leading initiatives that significantly improve customer experience throughout the lifecycle. Duties and Responsibilities Champion the episode ‘North Star’ experience and communicate it across the organization. Act as the central authority for new experience‑related decisions, ensuring alignment with the North Star. Empower Brand CX Strategy Partners in creating, refining, and assessing customer journeys aligned with the North Star. Collaborate with CX Project Delivery teams to implement projects in line with the episode experience vision. Engage regularly with customer‑facing teams and stakeholders to gather real‑time feedback and operational insights. Leverage the Voice of the Customer and Voice of Operations to identify key pain points and opportunities. Develop and promote advocacy initiatives that are visionary, future‑focused, and not solely reactive. Deliver on KPIs, including Globe EBIT, NPS, episode‑specific NPS, episodic management reporting, advocacy milestones, and people engagement metrics. Competencies Analytical & strategic thinking Problem solving & critical thinking Change management Stakeholder management & relationship building Project management Communication Required Skills Well‑versed in the Chief Customer Experience Officer’s CX agenda and its implications. Comprehensive understanding of the North Star experience for each customer lifecycle episode and alignment with total CX. Effective project, change management, and communication skills to influence and guide stakeholders. Strong collaborative and integration skills, demonstrated through seamless engagement with stakeholders and internal CXM groups. Clear understanding of business operations, financial dimensions, operational priorities, industry competitors, and market trends to align CX strategies with business objectives. Equal Opportunity Employer Globe is an equal opportunity employer. Any form of discrimination is not tolerated throughout the entire employee lifecycle, including hiring, selection, and interviewing. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed here. #J-18808-Ljbffr
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Episode Experience Lead
2 weeks ago
Pateros, Philippines Globe Telecom Full timeAt 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. Reporting directly to the Episode Experience Owner (EXO), the Experience Lead plays a critical role in identifying pain points, implementing solutions, and...
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CX Assurance Manager
2 weeks ago
Pateros, Philippines Globe Telecom Full timeAt 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. CX Assurance & Quality Leadership Summary Leads the end-to-end quality analysis and assurance of customer interactions across all CX...
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Product Management Lead
2 weeks ago
Pateros, Philippines Globe Telecom Full timeAt 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. The Episode Experience Manager is responsible for executing and managing the day-to-day improvements of a specific customer episode across all touchpoints,...
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Strategy and Transformation Manager
9 hours ago
Pateros, Philippines Globe Telecom Full timeAt 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. Job Description Manage and oversee the strategic initiatives related to Tiered Servicing Lead ISO certification initiatives for the CX Strategy and...
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Project Manager
2 weeks ago
Pateros, Philippines Globe Telecom Full timeAt 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. The management of projects, typically (but not exclusively) involving the development and implementation of business processes to meet identified business...
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Pateros, Philippines Globe Telecom Full timeJob Description Responsible in developing NTG’s 3‑yr integrated service master plan specifically for BB and B2B services, aimed at delivering a network that is able to meet the current and future needs of the business and customers. This involves strategic planning towards a scalable, resilient, secure, sustainable, and efficient network, and...
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Pateros, Philippines Globe Telecom Full timeAt 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. Job Description Co-lead in developing NTG’s 3‑yr integrated service master plan aimed at delivering a network that is able to meet the current and...
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Communications Team Lead
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Pateros, Philippines Freelancer.com Full timeFreelancer Limited operates three industry-leading platforms: Freelancer. (the world’s largest freelancing and crowdsourcing marketplace with 80+ million users), Escrow.com (the world’s most trusted online escrow service), and Loadshift (Australia’s leading freight marketplace). Together, we’re transforming how the world works, transacts, and moves...
