CX Episode Manager

5 days ago

Taguig, National Capital Region, Philippines Globe Telecom Full time

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting passionate individuals who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

The Episode Champion plays a vital role in enhancing customer experience, serving as a key differentiator for Globe. This role focuses on the experience within a specific lifecycle episode by co-creating the episode's North Star and leading initiatives for significant customer experience improvements. The role leverages the Voice of the Customer and Voice of Operations to identify challenges and opportunities. The CX Episode Champion collaborates with the CX Project Delivery team and other departments such as PEDG, Brands, Network, etc., to ensure projects align with the episode's experience vision.

DUTIES AND RESPONSIBILITIES:

  • Champion the Episode "North Star" Experience
  • Establish and communicate the North Star Experience for each customer lifecycle episode.
  • Act as the central authority for experience-related decisions within episodes, ensuring alignment with the North Star Experience.
  • Guide Brand CX Strategy Partners in creating, refining, and assessing customer journeys aligned with the North Star experience for each episode.
  • Collaborate with CX Project Delivery teams to ensure seamless project implementation aligned with the episode experience vision.
  • Engage with customer-facing teams and stakeholders to gather real-time feedback and operational insights.

Drive key advocacies to improve customer experience:

  • Use Voice of the Customer (VoC) and Voice of Operations (VoO) to identify pain points and opportunities.
  • Incorporate industry trends and market insights to keep strategies current and forward-looking.
  • Develop visionary advocacy initiatives that are proactive and future-focused.

KPIs:

  • Total Globe EBIT
  • Overall Globe NPS and NPS specific to each episode
  • Regular episodic management reports, cadences, and stakeholder communications
  • Milestones and KPIs for advocacy initiatives

People Engagement & Development: Collaboration Index & Competency Uplift or Learning

TOP 3-5 DELIVERABLES:

  • Annual or as-needed updates to the Episode North Star Experience based on evolving priorities
  • Institutionalization of Episodic Management and Governance
  • Achievement of Episode NPS targets
  • Delivery of advocacy milestones and KPIs

CORE COMPETENCIES:

  • Analytical & Strategic Thinking
  • Problem Solving & Critical Thinking
  • Change Management
  • Stakeholder Management & Relationship Building
  • Project Management
  • Effective Communication

KEY SKILLS:

  • Deep understanding of the Chief Customer Experience Officer's (CCEO) CX agenda and advocacies, including their implications for customers and frontliners
  • Comprehensive knowledge of the North Star Experience for each Customer Lifecycle Episode and its alignment with total CX
  • Strong project, change management, and communication skills to influence and guide others through change
  • Excellent stakeholder engagement and internal collaboration skills
  • Understanding of business operations, financial aspects, industry competition, and market trends to align CX strategies with business goals

Globe is an Equal Opportunity Employer. Our hiring process promotes diversity and inclusion, with discrimination not tolerated at any employee lifecycle stage. Our Diversity, Equity, and Inclusion Policy can be accessed here.

Make your passion your profession. Join us to share our purpose of Creating a Globe of Good and explore opportunities to be part of our team.

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