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

The Data Modeling, AI Automation & Insights Specialist powers the analytical backbone of the Governance & Insights team. This role automates the reporting pipeline, builds predictive CX models, and applies AI and NLP to transform raw data from surveys, operations, frontliner feedback, and process signals into decision-ready insights for all Globe brands and territories.

DUTIES AND RESPONSIBILITIES:

1. Automated Reporting Pipeline

Design and maintain an end-to-end automated pipeline for monthly VOX decks — from data ingestion and transformation to chart

generation and AI-drafted narrative, targeting 70%+ manual effort reduction.

2. Predictive NPS & Churn Modeling

Build and continuously improve predictive models for NPS and churn risk per brand, territory, and episode using survey, CRM, billing,

and network operational data as features.

3. Multi-Source Data Integration

Architect and maintain data connectors integrating survey platforms, CRM, FSM ticketing, billing systems, and network ops data into

a unified VOC data warehouse or lakehouse.

4. NLP & Verbatim Text Analytics

Apply NLP techniques (sentiment analysis, topic modeling, clustering) to open-ended survey responses and social listening data to

surface recurring themes, early warning signals, and root-cause patterns.

5. Self-Serve Insights Infrastructure

Build and maintain interactive dashboards and self-serve portals (Power BI / Tableau / Looker) enabling VOX Champions to explore

Brand, Territory, and Episode NPS without G&I intervention.

6. Data Governance & Quality

Establish data quality standards, anomaly detection, and audit trails for all VOC data pipelines; ensure consistency in KPI definitions

across all brands and reporting cycles.

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.