Voice of Customer Program Manager

Globe Telecom; Taguig; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Globe Telecom in Manila is seeking a B2B VOC Champion to turn customer feedback into actionable improvements across business units. The role focuses on gathering VOC data from multiple sources and translating it into concrete initiatives that improve customer experience.

You will collaborate with internal partners to prioritize projects, drive end-to-end programs, and monitor impact on Net Promoter Score. The ideal candidate thrives on data, storytelling, and cross-functional teamwork.

Responsibilities

• Harvests VOC insights across sources to identify opportunities for ongoing Customer Experience improvement
• Analyzes and integrates data from customer feedback, social sentiment, and operational data
• Surfaces insights on customer issues and root causes and highlights key areas for resolution
• Facilitates prioritization and development of initiatives to close the VOC loop
• Drives collaboration among internal stakeholders to implement VOC initiatives
• Monitors impact on NPS after VOC program delivery
• Develops strategies and execution plans for priority VOC insights
• Leads end-to-end execution of priority VOC programs
• Drives NPS improvement from successful VOC program delivery

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.

Job Description

B2B VOC Champion

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 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.