Experience Journey Enhancer

2 days ago

Taguig, National Capital Region, Philippines beBeeExperience Full time ₱800,000 - ₱1,200,000
Job Description

The Experience Lead plays a pivotal role in enhancing customer journeys within specific episodes.

Reporting to the Episode Experience Owner (EXO), this individual identifies pain points, implements solutions, and coordinates with cross-functional teams to drive continuous improvement.

This involves leveraging data, customer feedback, and industry best practices to ensure that initiatives within the episode align with the overall customer experience strategy.

Responsibilities
  • Episode Execution & Optimization – The Experience Lead leads initiatives to enhance the customer journey within assigned episodes, ensuring seamless experiences by supporting initiatives from various enabling teams.
  • Customer Insights & Data-Driven Improvements – This role analyzes feedback, behavioral data, and operational metrics to identify pain points and opportunities for growth.
  • Cross-Functional Collaboration – The Experience Lead collaborates with horizontal product, digital teams, core services, brands, marketing, customer service, IT, Network, and operations to implement experience improvements.
  • Process & Journey Mapping – This role continuously refines and documents end-to-end processes to ensure efficiency and alignment with customer needs.
  • Experience Monitoring & Reporting – The Experience Lead tracks and reports key experience metrics to the EXO, providing actionable recommendations for improvement.
  • Ensuring Seamless Omni-Channel Experience – This role optimizes customer interactions across digital, self-service, and assisted channels, ensuring cohesive and effortless experiences regardless of the touchpoint.
Deliverables
  • Episode Experience Analysis & Pain Point Identification – Regular assessment of friction points within episodes.
  • Process & Experience Enhancement Initiatives – Implementation of customer-centric improvements to streamline customer journeys.
  • Customer Journey Maps & Touchpoint Optimization – Clear documentation and enhancement of key interactions within episodes.
  • Experience Performance Reports – Data-driven insights presented to the EXO, highlighting progress, impact, and opportunities for growth.
  • Cross-Team Alignment & Implementation Support – Coordination with relevant teams to ensure smooth execution of initiatives.
Requirements
  • Business Background
  • Technical Background
  • Financial Experience
  • People Management Skills
Competencies
  • Customer Insight
  • Business Acumen
  • Strategic Thinking
  • People Management
  • Technical Familiarity
Equal Opportunity Employer

Our hiring process promotes equal opportunity to applicants. Any form of discrimination is not tolerated throughout the entire employee lifecycle.

We are committed to attracting the best talents and fostering a culture of diversity, equity, and inclusion.

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