Episode Experience Owner/Architect

1 week 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 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.

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