Globe Telecom · 5 months ago
Voice of Customer Program Manager
18F The Globe Tower
Full-time
Onsite
Mid, Senior LevelGlobe Telecom is dedicated to creating a wonderful world for its people and business. They are seeking a Voice of Customer Program Manager to harvest insights across various sources to improve customer experience and enable internal business partners to address these insights through effective program management.
InternetMobileTelecommunications
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
Qualification
Required
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
Company
Globe Telecom
Globe Telecom is a provider of mobile telephony and broadband services.
Founded in 1935
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
$314.79MKey Investors
Bank of the Philippine IslandsMetrobank
2024-12-02Post Ipo Debt· $51.08M
2023-09-25Post Ipo Debt· $263.71M
1975-08-11IPO
Leadership Team
Carl Raymond R. Cruz
President and CEO
Anton Reynaldo Bonifacio
Chief Artificial Intelligence Officer
Recent News
2026-01-03
Company data provided by crunchbase