Voice Of Customer Program Manager

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

Job Description:

At 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.

Duties And Responsibilities

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

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 here

Make 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.

Requirements: