VOC Strategy & CX Program Lead

Globe Telecom, Inc.; Manila; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Globe Telecom, Inc. is seeking a Voice of Customer Program Manager to build and drive the B2B VOC program, translating client feedback into retention, growth, and service improvements for enterprise and SME segments.

You will harvest VOC insights from multiple sources, analyze data, surface root causes, and guide internal partners to act on insights, prioritizing initiatives to close the VOC loop and boost NPS.

Qualifications

• Experience in customer experience programs and VOC insights.
• Ability to translate feedback into action and ROI.
• Strong collaboration with cross-functional teams.

Responsibilities

• Harvest VOC insights across sources to identify CX improvements.
• Analyzes data from customer feedback, social sentiment, operational data.
• Surface insights on customer issues and root causes, highlight resolutions.
• Enables internal partners to address VOC insights through stakeholder engagement and program management.
• Facilitates prioritization and development of initiatives to close the VOC loop.
• Monitors execution and impact on NPS improvement.
• Leads end-to-end execution of priority VOC programs and drives NPS improvements.

Skills

VOC analysis

Stakeholder engagement

NPS improvement

Program management

Job description

Globe Telecom, Inc. is seeking a Voice of Customer Program Manager to build and drive the B2B VOC program, translating client feedback into retention, growth, and service improvements for enterprise and SME segments.

You will harvest VOC insights from multiple sources, analyze data, surface root causes, and guide internal partners to act on insights, prioritizing initiatives to close the VOC loop and boost NPS.