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 Delivers descriptive, diagnostic, predictive, and prescriptive analytics (aided by AI/ML) depending on the organization's specific requirements. Provides actionable insights related to network performance improvement, network strategy, and business execution strategy recommendations.Acts as data analytics advocate in the organization and liaises with the different teams in NTG to capture demand and promote the adoption of analytics tools.
Leverages on multiple data points from different internal and external platforms for analysis. Includes trend analysis for network program/activity and incident/event post mortem, correlation studies, network performance (KPI) review, competitive insights, and subscriber experience (KQI) analysis.
Interfaces with 3rd party data providers in order to capture insights taken from a different lens, and supplements internal data with competitive information.
DUTIES AND RESPONSIBILITIES:
Oversees the implementation of Use NPS surveys. Monitors the success of survey leads generation, survey release, and results capture. Conducts survey testing as needed. Ensures the effective capture of the Voice of the Customer by enabling readable volumes and sampling that is representative of the actual population. Coordinates with EDS and/or ISG technical support in cases of incidents and/or service requests related to Use surveys.
Fine-tunes and operationalizes the data on customer experience and partner in-sighting capabilities. Co-designs the Use NPS surveys with NTG service owners, covering the development of survey questionnaires, target experience in the survey platform, criteria for target respondent, and other business rules. Develops accessible and ready-to-analyze Voice of the Customer data for the business and operations, while safeguarding the customers’ Personal Identifiable Information (PII). Collaborates with OSMCX for Use NPS insights reporting within the organization. Creates and maintains the Use NPS process document/s.
Advocates the use of customer experience data for leveling up network performance, planning network strategy and business execution strategy. Leverages on NPS, CEM, and other data to correlate customer experience with network events, and thereafter works with NTG service owners for the derivation of actionable insights. Collaborates with cross-functional NTG teams (national and territory) for the continuous improvement of network experience. Enables customer insights to resonate across the organization, by holding Voice of the Customer discussions internal and/or external to NTG.
KPIs:
Uplifting E2E Customer Experience: Total Use NPS
Operational Efficiency: Stable volume of survey responses
TechCo Competency & Culture Building
Other KQI/CXI that will be identified year-on-year as part of OKR planning
TOP 3-5 DELIVERABLES:
Oversees the implementation of Use NPS surveys.
Fine-tunes and operationalizes the data on customer experience and partner in-sighting capabilities.
Advocates the use of customer experience data for leveling up network performance, planning network strategy and business execution strategy.
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.