Voice of Customer Program Manager

Globe Telecom, Inc.; Cebu City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Globe Telecom, Inc. seeks a Voice of Customer Program Manager to lead data-driven insights initiatives. This role involves automating reporting pipelines and building predictive models to enhance customer experience across all brands.

The ideal candidate will design interactive dashboards and apply advanced analytics techniques to derive meaningful insights from various data sources.

Qualifications

• Experience in designing automated reporting pipelines for data analysis.
• Proficient in building predictive models using survey and operational data.
• Strong knowledge of NLP techniques for data analysis.

Responsibilities

• Design and maintain automated reporting pipelines.
• Build predictive models for NPS and churn risk.
• Integrate multi-source data into a unified VOC data warehouse.

Skills

Automated Reporting

Predictive Modeling

NLP Techniques

Data Governance

Dashboard Creation

Tools

Power BI

Tableau

Looker

Job description

## Voice of Customer Program ManagerApplylocations: 18F The Globe Towertime type: Full timeposted on: Posted Todayjob requisition id: R0000020723At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.## **Job Description**The Data Modeling, AI Automation & Insights Specialist powers the analytical backbone of the Governance & Insights team. This role automates the reporting pipeline, builds predictive CX models, and applies AI and NLP to transform raw data from surveys, operations, frontliner feedback, and process signals into decision-ready insights for all Globe brands and territories.**DUTIES AND RESPONSIBILITIES:**1. Automated Reporting PipelineDesign and maintain an end-to-end automated pipeline for monthly VOX decks — from data ingestion and transformation to chartgeneration and AI-drafted narrative, targeting 70%+ manual effort reduction.2. Predictive NPS & Churn ModelingBuild and continuously improve predictive models for NPS and churn risk per brand, territory, and episode using survey, CRM, billing,and network operational data as features.3. Multi-Source Data IntegrationArchitect and maintain data connectors integrating survey platforms, CRM, FSM ticketing, billing systems, and network ops data intoa unified VOC data warehouse or lakehouse.4. NLP & Verbatim Text AnalyticsApply NLP techniques (sentiment analysis, topic modeling, clustering) to open-ended survey responses and social listening data tosurface recurring themes, early warning signals, and root-cause patterns.5. Self-Serve Insights InfrastructureBuild and maintain interactive dashboards and self-serve portals (Power BI / Tableau / Looker) enabling VOX Champions to exploreBrand, Territory, and Episode NPS without G&I intervention.6. Data Governance & QualityEstablish data quality standards, anomaly detection, and audit trails for all VOC data pipelines; ensure consistency in KPI definitionsacross all brands and reporting cycles.**Equal Opportunity Employer** Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout the entire employee lifecycle, including the hiring process such as in posting vacancies, selecting, and interviewing applicants. Globe’s Diversity, Equity and Inclusion Policy Commitment can be accessed hereMake Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.