Mobile Experience Architect

GlobeTelecom; Philippines; On-site; PHP 3,690,037 - 5,535,055; Full time

Job summary

GlobeTelecom is looking for an Episode Experience Manager for Mobile to shape and enhance the customer care experience for mobile services. This role will map customer journeys, monitor service performance, and recommend improvements.

Candidates should have extensive experience in customer experience management and service design. Collaboration with various teams is essential to ensure seamless service delivery and operational improvements.

Qualifications

• At least 5 years experience in customer experience management, service design, or business transformation.
• Experience with mobile products, telecommunications services, or retail service environments.
• Strong background in using customer insights and service metrics to recommend improvements.

Responsibilities

• Define the desired end-to-end assisted service experience for mobile customers.
• Monitor mobile assisted service performance across customer experience quality.
• Recommend targeted improvements that reduce customer effort and improve operational efficiency.

Skills

Customer Journey Management

Data-Driven Problem Solving

Stakeholder Management

Assisted Service Operations

Job description

GlobeTelecom is looking for an Episode Experience Manager for Mobile to shape and enhance the customer care experience for mobile services. This role will map customer journeys, monitor service performance, and recommend improvements.

Candidates should have extensive experience in customer experience management and service design. Collaboration with various teams is essential to ensure seamless service delivery and operational improvements.