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 Oversees the service strategy, design, delivery, execution & continual improvement of initiatives driven by Brand Management in close collaboration with proponents

 

Duties & Responsibilities

Champions the customer journey for Broadband Business in collaboration with PEDG leading the CX Journey Design ensuring that services meet the needs of customers and business. This includes facilitating the service strategy development ie North Star, CX design, monitoring of delivery ie. policy, process, capabilities including prioritization matrix & review for continual improvement. 

Reviewed (at least once a quarter), updated & cascaded to BB the CX Designs including DNA Blueprint of each customer episodes in collab with other enabling groups

Manages the list of desired experience & assessment from current, solutions or capability that must happen to support the desired experience with prioritization tagging

Updated, cascaded & reported at least once a month of the list showing the desire experience & assessment from current, solutions or capability that must happen to support the desired experience with prioritization tagging

Ensures critical capabilities & other requirements supporting the execution of the strategic i.e. CX Journey Design, North Star, 3-Year Game Play and tactical programs of the Brand Management are submitted for demand prioritization accordingly

1. Inventory of initiatives capabilities demand

2. Prioritized demand

3. Target delivery timeline of demand

4. Risks

5. Budget & Availment

6. Benefits realization

Orchestrates discussions with enabling teams, BB & senior leaders and other stakeholders to push the BB agenda ensuring delivery of the North Star

1. Inventory of all initiatives & agreed action items

2. Closure of all agreed action items

Facilitates program & project management from ideation, brainstorming, data analysis, measurement, improvement, execution & standardization of assigned programs or projects

1. Project charter or project plan

2. Business case approval

3. Status report

4. Benefits realization

KPIs:

GSR

EBITDA & EBIT

Specific to Program & Project KPI

NPS

TOP 3-5 DELIVERABLES:

Customer Experience North Star, 3-5 Year Game Plan

Program & Project Delivery

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.