Episode Experience Owner/Architect

4 weeks ago

Cebu City, Philippines Globe Telecom, Inc. Full time

Episode Experience Owner/Architect (Engagement and Loyalty) page is loadedEpisode Experience Owner/Architect (Engagement and Loyalty) Apply locations 17F The Globe Tower time type Full time posted on Posted 6 Days Ago job requisition id R

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.

Job Description Responsible for sharing and optimizing the end-to-end customer experience within a defined episode in the customer journey. This role ensures that customers have seamless, intuitive, and satisfying interactions with the company's products, services and support channels. The Episode Experience Owner works cross-functionally to align business expectations to deliver experiences that will drive Globe to dominate on emotion and differentiate in service.

Duties and Responsibilities:

  • Advocate for the customer - ensure that all initiatives prioritize customer needs and align with the overall customer experience strategy
  • Define and optimize the episode experience - identify pain points and opportunities within the episode, ensuring a seamless and engaging customer journey while maintaining operational efficiencies
  • Drive cross-functional collaboration - work with horizontal product, core service, brands, marketing, IT, network and operations teams to enhance the experience within the assigned episode.
  • Customer insights and data analysis - leverage data, customer feedback, and research to make informed decisions on improving the episode experience
  • Journey orchestration and process improvements - lead initiatives for continuous improvement, such as simplify, digitize and enhance customer touchpoints within the episode and interfacing with other episodes.

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

Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.

Similar Jobs (1) Events and Experiences Expert locations 17F The Globe Tower time type Full time posted on Posted 6 Days Ago time left to apply End Date: September 30, 2025 (30+ days left to apply) About Us

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.

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.

Our principal shareholders areAyala Corp.and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose

In everything we do, we treat people right to create a Globe of Good.

Vision

We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.

Mission

We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.

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