VOC Program Manager: Drive CX & NPS Growth

Globe Telecom; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Globe Telecom is seeking a role focused on harvesting VOC insights to continually improve Customer Experience. You will analyze data from customer feedback, social sentiment, and operations; surface root causes and opportunities for CX design, and enable cross-functional partners to close the VOC loop with priority initiatives.

You will drive end-to-end VOC programs, collaborate with internal stakeholders, monitor impact on NPS, and contribute to a positive, inclusive company culture and

Qualifications

• Harvests VOC insights across various sources to identify opportunities for ongoing Customer Experience improvement.
• Enables internal business partners to address VOC insights through Stakeholder Engagement and Program Management.
• Monitors successful execution and impact on NPS improvement.
• Drives collaboration among internal stakeholders to follow through on agreed VOC initiatives.
• Develops the strategies and execution plans to address priority VOC insights.

Responsibilities

• Analyzes and integrates data from customer feedback, social sentiment, operational data, qualitative/observational research
• Surfaces insights on customer issues/pain points, determines root causes (e.g. internal challenges) and highlights key areas for resolution
• Identifies opportunities to align and/or innovate around Customer Experience design
• Facilitates prioritization and development of initiatives to close the VOC loop
• Drives collaboration among internal stakeholders to follow through on agreed VOC initiatives
• Monitors successful execution and impact on NPS improvement
• Develops the strategies and execution plans to address priority VOC insights
• Leads the end-to-end execution of the priority VOC programs
• Drives NPS improvement from successful delivery of VOC programs

Job description

Globe Telecom is seeking a role focused on harvesting VOC insights to continually improve Customer Experience. You will analyze data from customer feedback, social sentiment, and operations; surface root causes and opportunities for CX design, and enable cross-functional partners to close the VOC loop with priority initiatives.

You will drive end-to-end VOC programs, collaborate with internal stakeholders, monitor impact on NPS, and contribute to a positive, inclusive company culture and