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 The Episode Experience Lead is responsible for executing and driving the improvements of a specific customer episode, ensuring a seamless, efficient, and delightful customer experience.

Reporting directly to the Episode Experience Architect/Owner, the Experience Lead plays a critical role in identifying pain points, implementing solutions, and coordinating with cross-functional teams to enhance the customer journey.

The Experience Lead ensures that initiatives within the episode align with the overall customer experience strategy, leveraging data, customer feedback, and industry best practices to drive continuous improvement.

DUTIES AND RESPONSIBILITIES:

1) Episode Execution & Optimization – Lead initiatives to enhance the customer journey within the assigned episode, ensuring a smooth and seamless experience; including supporting initiatives from NTG, ISG, and other enabling teams to deliver products and services.
2) Customer Insights & Data-Driven Improvements – Analyze feedback, behavioral data, and operational metrics to identify pain points and opportunities.
3) Cross-Functional Collaboration – Work with horizontal product, digital teams, core service, brands, marketing, customer service, IT, Network and operations to implement experience improvements.
4) Process & Journey Mapping – Continuously refine and document end-to-end processes to ensure efficiency and alignment with customer needs.
5) Experience Monitoring & Reporting – Track and report key experience metrics to the EXO, providing actionable recommendations.
6) Ensure Seamless Omni-Channel Experience – Optimize customer interactions across digital, self-service, and assisted channels, ensuring a cohesive and effortless experience regardless of the touchpoint.

Additional Job Description

TOP DELIVERABLES:

1) Episode Experience Analysis & Pain Point Identification – Regular assessment of friction points within the episode.

2) Process & Experience Enhancement Initiatives – Implementation of customer-centric improvements to streamline the journey.

3) Customer Journey Maps & Touchpoint Optimization – Clear documentation and enhancement of key interactions within the episode (e.g. Business Requirements Documents, Experience Journey, Service Blueprints).

4) Experience Performance Reports – Data-driven insights presented to the EXO, highlighting progress, impact, and opportunities.

5) Cross-Team Alignment & Implementation Support – Coordination with relevant teams to ensure smooth execution of initiatives.

KEY PERFORMANCE INDICATORS:

1) Cost to Acquire/Serve/Operate

2) Adoption Rates

3) Net Promoter Scores / Customer Satisfaction Scores 

4) Benefits Realization

5) Episode SLAs

COMPETENCIES:

1) Customer Insighting

2) Business Acumen

3) Strategic Thinking

4) People Management

5) Technical Familiarity

Must-have qualifications:

- 10-15 years of relevant experience in product, customer experience, marketing and/or brand management

- At least 5 years in a leadership role, with proven ability to lead cross-functional teams in high-impact projects

- Deep experience in customer journey design driven by strong customer insights, preferably in usage-centric businesses like Telco or FinTech

- Ability to apply strategic foresight to anticipate customer behavior shifts, market changes and technology trends

- Strong analytical and data fluency, comfortable working with product analytics tools

- Track record of building and launching habit-forming products that drive user engagement and retention

- Outstanding communication and stakeholder management skills

- Deep empathy for customers and passion for solving real user problems

Nice-to-have qualifications:

- Experience in the telecommunications strategy, especially in mobile prepaid/postpaid

- Knowledgable in behavioral design, growth loops, or gamification mechanics to encourage frequent and sticky usage

- Background in designing digital/non-digital self-service experiences for top-ups, usage tracking, offer consumption, etc. 

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.