Voice of Customer Program Manager

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

## Voice of Customer Program ManagerApplylocations: 18F The Globe Towertime type: Full timeposted on: Posted Todayjob requisition id: R0000020722At 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**B2B VOC Champion This role will build and manage the B2B Voice of Customer program, addressing a critical gap in CX intelligence for Globe’s enterprise and SME customer segments. The role will translate account-level feedback into retention, growth, and service improvement actions while ensuring the B2B customer voice is embedded into operational and strategic decision-making.**DUTIES AND RESPONSIBILITIES:****Harvests VOC insights across various sources to identify opportunities for ongoing Customer Experience improvement*** 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**Enables internal business partners to address VOC insights through Stakeholder Engagement and Program Management*** 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**Manages strategic VOC programs*** 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**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.