Episode Experience Lead
- Philippines
- Permanent
- Full-time
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 servicesCustomer 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 DeliverablesEpisode 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.KPIsCost to acquire/serve/operateAdoption RatesNet Promoter Scores / Customer Satisfaction ScoresBenefits RealizationEpisode SLAsREQUIREMENTS:Business BackgroundTechnical BackgroundFinancial ExperiencePeople ManagerCompetenciesCustomer InsightingBusiness AcumenStrategic ThinkingPeople ManagementTechnical FamiliarityEqual 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 accessedMake 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.