Apply on Employer Site

Globe Telecom · 3 months ago

Customer Experience & Operations Lead

20F The Globe Tower

Full-time

Onsite

Senior Level

6+ years exp

Globe Telecom is a company focused on creating a wonderful world for its people and businesses. They are seeking a Customer Experience & Operations Lead to design and implement a care and retention strategy that enhances customer loyalty through a seamless digital experience.

InternetMobileTelecommunications

Comp. & Benefits

Responsibilities

Develop and own the Care & Retention roadmap aligned with NPS and churn targets

Define escalation flows, resolution benchmarks, and service recovery playbooks

Conduct quarterly reviews and recalibrate based on customer and business needs

Review NPS/Voice-of-Customer dashboards to detect systemic issues

Track churn signals, repeat complaints, and top call drivers weekly

Conduct monthly deep dives (verbatim analysis, journey mapping) to refine aftersales experience

Translate insights into backlog items and collaborate with Product Owners to deliver solutions

Digitize high-volume transactions (SIM, top-ups, MoCreds, roaming)

Enhance chatbot, ticket routing, and first-contact resolution automation

Ensure dashboards for care efficiency, escalation, and cost monitoring are updated and accurate

Run vendor calibration sessions to align SLAs with customer experience outcomes

Report weekly on NPS, resolution speed, and first-contact resolution

Conduct monthly reviews on how care initiatives impact retention and loyalty

Regularly align with Brand, Ops, and Growth Pods to connect care performance with overall business health

Qualification

CX analyticsService process designAutomation deploymentCustomer experienceCollaboration skillsEmpathyBackground in telcoBackground in fintechBackground in subscription servicesBackground in digital platformsResults-driven