Episode Experience Manager for Self-Service BB Wired

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

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 The Episode Experience Manager is responsible for executing and managing the day-to-day improvements of a specific customer episode across all touchpoints, ensuring a seamless, frictionless, and satisfying customer experience. Reporting to the Episode Experience Lead, this role is hands-on in monitoring, analyzing, and implementing enhancements that improve customer interactions within the episode. The Episode Experience Manager works closely with frontline teams, product owners, operations, and customer support to identify issues, test solutions, and implement improvements that align with the broader customer experience strategy.

DUTIES AND RESPONSIBILITIES:

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

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.

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most. Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York. Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose

In everything we do, we treat people right to create a Globe of Good.

Vision

We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.

Mission

We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.