Episode Experience Manager — Self-Service & Omni-Channel

Globe Telecom, Inc.; Manila; On-site; PHP 558,000 - 781,200; Full time

Job summary

Globe Telecom, Inc. is seeking an Episode Experience Manager to enhance customer interactions across all touchpoints. This role involves monitoring customer feedback, collaborating with frontline teams, and ensuring consistency across digital and assisted channels. The ideal candidate should have experience in customer journey testing and process improvement, focusing on delivering a seamless customer experience. This is a full-time position based in Metro Manila, Philippines.

Qualifications

• Proven ability to monitor and analyze customer feedback.
• Experience with A/B testing and customer journey optimization.
• Strong collaboration skills with various teams.

Responsibilities

• Oversee initiatives to improve customer interactions.
• Conduct ongoing analysis of customer feedback and operational performance.
• Work with frontline teams to ensure consistent experience delivery.
• Participate in A/B testing and pilot programs for experience enhancements.
• Identify process improvement opportunities using automation.

Job description

Globe Telecom, Inc. is seeking an Episode Experience Manager to enhance customer interactions across all touchpoints. This role involves monitoring customer feedback, collaborating with frontline teams, and ensuring consistency across digital and assisted channels. The ideal candidate should have experience in customer journey testing and process improvement, focusing on delivering a seamless customer experience. This is a full-time position based in Metro Manila, Philippines.