Lead Process Transformation & Architecture

Globe Telecom, Inc.; Cebu City; On-site; PHP 1,500,000 - 2,600,000; Full time

Job summary

Globe Telecom, Inc. in the Philippines seeks an experienced Transformation Strategy Lead to drive the XDT program and bridge CX, IT, Network and Business units. You will identify gaps, size impact, and shape improvement plans aligned with business growth.

You will enable Globe’s Process Community (300+ leads) through standards, taxonomy, tools, and programs, fostering grass-roots simplification with measurable CX and financial benefits.

Responsibilities

• Steer and advocate for the XDT transformation agenda with leaders of business and enabling groups by linking CX, IT, Network and Business; identify, size, and plan improvements for key process gaps affecting CX and growth.
• Lead and co-lead cross-functional teams in process transformation and simplification initiatives with Process Owners.
• Steer Globe Process Community to select and plan integration of new standards and best practices.
• Plan and execute enablement programs that champion grassroots process simplification and continuous improvement.
• Use benchmarking and industry research to assess fitness and benefits for Globe adaptation of standards and best practices.
• Conduct periodic meetings with the process community to align and analyze performance versus customer success measures and process KPIs.
• Lead a team of Process Architects to diagnose, design, and implement improvement plans aligned with CX Northstars.
• Define end-to-end process (level 3) and supporting activities (level 4) mapped to customer experience, ensuring accountability and KPIs.
• Utilize VOC/VOE/VOP to support improvements and ensure experiences are delivered to customers and documented in blueprints.
• Test and validate process blueprints through prototypes with the community and assess benefits of changes.

Job description

Globe Telecom, Inc. in the Philippines seeks an experienced Transformation Strategy Lead to drive the XDT program and bridge CX, IT, Network and Business units. You will identify gaps, size impact, and shape improvement plans aligned with business growth.

You will enable Globe’s Process Community (300+ leads) through standards, taxonomy, tools, and programs, fostering grass-roots simplification with measurable CX and financial benefits.