Episode Experience Architect

Globe Telecom, Inc.; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Globe Telecom, Inc. is seeking an Episode Experience Manager to drive day-to-day improvements of a customer episode across touchpoints, ensuring a seamless and satisfying experience.

You will monitor interactions, identify friction, and lead cross-functional collaboration with frontline teams, product owners, and operations. Reporting to the Episode Experience Lead, you will test solutions, implement enhancements, and track impact with clear metrics to align with Globe's customer experience

Responsibilities

• Manage Episode Experience Execution – Oversee the implementation of initiatives to improve customer interactions within the episode.
• Monitor Customer Pain Points & Opportunities – Conduct ongoing analysis of customer feedback, operational performance, and journey friction points.
• Collaborate with Frontline & Support Teams – Work with call centers, retail, digital, and other customer-facing teams to ensure consistent experience delivery.
• Ensure Omni-Channel Consistency – Align experiences across digital, self-service, and assisted channels for a seamless customer journey.
• Customer Journey Testing & Optimization – Participate in A/B testing, pilot programs, and real-time adjustments to enhance the episode experience.
• Support Process Improvements & Automation – Identify opportunities to enhance efficiency through automation, AI, and self-service tools.
• Track & Report Experience Metrics – Provide regular performance insights and impact analysis to the Episode Experience Lead.

Job description

Globe Telecom, Inc. is seeking an Episode Experience Manager to drive day-to-day improvements of a customer episode across touchpoints, ensuring a seamless and satisfying experience.

You will monitor interactions, identify friction, and lead cross-functional collaboration with frontline teams, product owners, and operations. Reporting to the Episode Experience Lead, you will test solutions, implement enhancements, and track impact with clear metrics to align with Globe's customer experience