Voice of Customer Program Manager

Location: 18F The Globe Tower

Time Type: Full time

Job Description

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

B2B VOC Champion
This role will build and manage the B2B Voice of Customer program, addressing a critical gap in CX intelligence for Globe’s enterprise and SME customer segments. The role will translate account-level feedback into retention, growth, and service improvement actions while ensuring the B2B customer voice is embedded into operational and strategic decision-making.

DUTIES AND 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

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.