Customer Experience

1 week ago

Philippines Globe Telecom Full time ₱1,200,000 - ₱2,400,000 per year

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

GOMO is looking for a Customer Experience & Operations Lead to design and deliver the next level of GOMO's care and retention strategy.

This new role goes beyond managing service requests. You will architect a frictionless, digital-first customer experience—where aftersales journeys, escalation protocols, and resolution speed are designed to build loyalty and advocacy, not just solve problems. From insights to automation, you'll ensure GOMO sets the benchmark for fast, simple, and delightful customer service in the industry.

If you are analytical, user-obsessed, and operationally sharp, this is your chance to redefine what care means in one of the boldest digital brands in the country.

Key Responsibilities:

Care & Retention Strategy

  • Develop and own the Care & Retention roadmap aligned with NPS and churn targets.
  • Define escalation flows, resolution benchmarks, and service recovery playbooks.
  • Conduct quarterly reviews and recalibrate based on customer and business needs.

Customer Insights & Experience Improvement

  • Review NPS/Voice-of-Customer dashboards to detect systemic issues.
  • Track churn signals, repeat complaints, and top call drivers weekly.
  • Conduct monthly deep dives (verbatim analysis, journey mapping) to refine aftersales experience.
  • Translate insights into backlog items and collaborate with Product Owners to deliver solutions.

Care Operations & Automation

  • Digitize high-volume transactions (SIM, top-ups, MoCreds, roaming).
  • Enhance chatbot, ticket routing, and first-contact resolution automation.
  • Ensure dashboards for care efficiency, escalation, and cost monitoring are updated and accurate.
  • Run vendor calibration sessions to align SLAs with customer experience outcomes.

Performance & Governance

  • Report weekly on NPS, resolution speed, and first-contact resolution.
  • Conduct monthly reviews on how care initiatives impact retention and loyalty.
  • Regularly align with Brand, Ops, and Growth Pods to connect care performance with overall business health.

Requirements

  • 6–8 years of experience in customer experience, service operations, or retention roles.
  • Strong skills in CX analytics, care tooling, and service process design.
  • Proven success in deploying automation, chatbots, or digital-first service models.
  • Excellent collaborator across cross-functional teams and external vendors.
  • Highly analytical, empathetic, and results-driven.
  • Bonus: Background in telco, fintech, subscription services, or digital platforms.

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.

  • Customer Experience Consultant

    6 hours ago

    , , Philippines Maersk Full time

    Purpose of the role Responsible for owning/managing the customer experience of his/her customers by identifying issues proactively, building strong relationship with customers and identifying solutions which benefits both Maersk and the customer. Responsibilities Customer's business acumen and ability to know what factors drives the decision making. Onboard...

  • Customer Experience Specialist

    6 days ago

    , , Philippines Insight Global Full time

    Senior Lead Recruiter - International Staffing Hiring in the US, Europe & Philippines ****This is a fixed term contract for 6 months, but will extend after the initial 6 months. During the contract, you will be full time/salaried (given benefits, vacation time, etc.) it's not a freelance or business to business contract. Salary is ₱463,000 annually Shift...

  • Customer Experience Manager

    6 hours ago

    , , Philippines TalentLux Full time

    About Tobio’s We’re Tobio’s — a team that believes great customer experience is about connection, clarity, and care. We’re growing, and we’re looking for a Customer Support Team Manager to help lead, support, and scale our customer care operations. If you’re someone who loves helping teams do their best work — and you know your way around...

  • Customer Experience Associate

    1 week ago

    , , Philippines Angkas Full time

    Responsibilities Responds to customer inquiries by phone (inbound and outbound), e-mail, or chat to provide problem resolution. Deliver outstanding service to our high-value customers by providing outstanding service and solutions to grow customer relationships. Support different Channels such as Telegram, Social Media, In-App, Email, and Chat Provide...

  • Customer Experience Agent

    4 weeks ago

    , , Philippines Buscojobs Full time

    Customer Experience Agent jobs in Cabuyao Job Description MAJOR RESPONSIBILITES: Achieve daily sales quota and required KPIs. Deliver excellent customer service in adherence to the Guess Selling Culture, well-versed in the mechanics of promotional sales activity and persistent in introducing the promotion to all customers. Provide feedback to store head on...

  • Customer Experience Associate

    7 days ago

    , , Philippines Osmind Full time

    About Us Osmind is a technology, services, and data company focused exclusively on psychiatry. Mental health disorders are one of the leading causes of death worldwide and are tied to shortening lifespans. Yet, we have cause for hope: there have been developments in new psychiatric medications since the first FDA approval in 1954, such as new treatments like...

  • Manager, Customer Experience

    7 days ago

    Philippines Conduent Full time ₱900,000 - ₱1,200,000 per year

    Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is...

  • Customer Experience Ambassador

    7 hours ago

    , Pampanga, 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. The B2B Analytics and Program Manager works closely with the industry manager to support data-informed decision-making for smooth transitions and...

  • Customer Experience Officer

    3 weeks ago

    , Metro Manila, Philippines Thunes Full time

    Overview Join to apply for the Customer Experience Officer role at Thunes . About Thunes Thunes is the Smart Superhighway for money movement around the world. Thunes’ proprietary Direct Global Network allows Members to make payments in real-time in over 130 countries and more than 80 currencies. Thunes’ Network connects directly to over 7 billion mobile...

  • Customer Experience Specialist

    2 weeks ago

    , Metro Manila, Philippines Isentia Full time

    Customer Experience Specialist – Isentia Job Purpose The Customer Experience Specialist works as part of the broader Customer Success Team tasked with providing best in class service to our clients. The primary focus is providing Admin Support to the UK based Customer Success team, including investigating issues, resolving client queries, CRM data entry,...