VOC Program Lead — CX Insights & NPS Impact

Globe Telecom; Taguig; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Globe Telecom in Manila is seeking a B2B VOC Champion to turn customer feedback into actionable improvements across business units. The role focuses on gathering VOC data from multiple sources and translating it into concrete initiatives that improve customer experience.

You will collaborate with internal partners to prioritize projects, drive end-to-end programs, and monitor impact on Net Promoter Score. The ideal candidate thrives on data, storytelling, and cross-functional teamwork.

Responsibilities

• Harvests VOC insights across sources to identify opportunities for ongoing Customer Experience improvement
• Analyzes and integrates data from customer feedback, social sentiment, and operational data
• Surfaces insights on customer issues and root causes and highlights key areas for resolution
• Facilitates prioritization and development of initiatives to close the VOC loop
• Drives collaboration among internal stakeholders to implement VOC initiatives
• Monitors impact on NPS after VOC program delivery
• Develops strategies and execution plans for priority VOC insights
• Leads end-to-end execution of priority VOC programs
• Drives NPS improvement from successful VOC program delivery

Job description

Globe Telecom in Manila is seeking a B2B VOC Champion to turn customer feedback into actionable improvements across business units. The role focuses on gathering VOC data from multiple sources and translating it into concrete initiatives that improve customer experience.

You will collaborate with internal partners to prioritize projects, drive end-to-end programs, and monitor impact on Net Promoter Score. The ideal candidate thrives on data, storytelling, and cross-functional teamwork.