Episode Experience Lead: Mobile & Broadband Care

Globe Telecom, Inc.; Taguig; On-site; PHP 1,500,000 - 2,000,000; Full time

Benefits offered by this job

Equal Opportunity Employer policy

Inclusive workplace environment

Job summary

Globe Telecom, Inc. is seeking an Episode Experience Manager for Multi-Product Ownership. This role is vital in enhancing the service experience for customers with Mobile and Broadband products, ensuring consistent assistance across all touchpoints.

The ideal candidate should possess strong customer journey management skills and a proven background in service design within the telecommunications sector. You will lead initiatives to streamline customer service journeys and improve operational efficiency.

Qualifications

• Experience in customer experience management or service design.
• Strong communication skills to clarify processes and align stakeholders.
• Ability to balance customer needs, operational constraints, and business priorities.

Responsibilities

• Design and improve assisted service journeys for customers with multiple products.
• Use customer experience data to diagnose issues and recommend improvements.
• Monitor multi-product assisted service performance and implement improvements.

Skills

Customer Journey Management

Service Blueprinting

Data‑Driven Problem Solving

Cross‑Product Thinking

Stakeholder Management

Execution Discipline

Education

Experience in customer experience management

Experience working with telecommunications services

Job description

Globe Telecom, Inc. is seeking an Episode Experience Manager for Multi-Product Ownership. This role is vital in enhancing the service experience for customers with Mobile and Broadband products, ensuring consistent assistance across all touchpoints.

The ideal candidate should possess strong customer journey management skills and a proven background in service design within the telecommunications sector. You will lead initiatives to streamline customer service journeys and improve operational efficiency.