Episode Experience Lead

2 weeks 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 people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description
Responsible for executing and driving the improvements of a specific customer episode, ensuring a seamless, efficient, and delightful customer experience. Reporting directly to the Episode Experience Owner (EXO), the Experience Lead plays a critical role in identifying pain points, implementing solutions, and coordinating with cross-functional teams to enhance the customer journey.

The Lead ensures that initiatives within the episode align with the overall customer experience strategy, leveraging data, customer feedback, and industry best practices to drive continuous improvement.

Duties And Responsibilities

  • Episode Execution & Optimization – Lead initiatives to enhance the customer journey within the assigned episode, ensuring a smooth and seamless experience; including supporting initiatives from NTG, ISG, and other enabling teams to deliver products and services
  • Customer Insights & Data-Driven Improvements – Analyze feedback, behavioral data, and operational metrics to identify pain points and opportunities.
  • Cross-Functional Collaboration – Work with horizontal product, digital teams, core service, brands, marketing, customer service, IT, Network and operations to implement experience improvements.
  • Process & Journey Mapping – Continuously refine and document end-to-end processes to ensure efficiency and alignment with customer needs.
  • Experience Monitoring & Reporting – Track and report key experience metrics to the EXO, providing actionable recommendations.
  • Ensure Seamless Omni-Channel Experience – Optimize customer interactions across digital, self-service, and assisted channels, ensuring a cohesive and effortless experience regardless of the touchpoint.

Top 3-5 Deliverables

  • Episode Experience Analysis & Pain Point Identification – Regular assessment of friction points within the episode.
  • Process & Experience Enhancement Initiatives – Implementation of customer-centric improvements to streamline the journey.
  • Customer Journey Maps & Touchpoint Optimization – Clear documentation and enhancement of key interactions within the episode (e.g. Business Requirements Documents, Experience Journey, Service Blueprints).
  • Experience Performance Reports – Data-driven insights presented to the EXO, highlighting progress, impact, and opportunities.
  • Cross-Team Alignment & Implementation Support – Coordination with relevant teams to ensure smooth execution of initiatives.

KPIs

  • Cost to acquire/serve/operate
  • Adoption Rates
  • Net Promoter Scores / Customer Satisfaction Scores
  • Benefits Realization
  • Episode SLAs

Requirements

  • Business Background
  • Technical Background
  • Financial Experience
  • People Manager

Competencies

  • Customer Insighting
  • Business Acumen
  • Strategic Thinking
  • People Management
  • Technical Familiarity

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.

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