CX Episode Manager

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 Champion is crucial in enhancing customer experience, making it a key differentiator for Globe. This role will focus on the experience for their specific lifecycle episode by co-creating the episode's North Star and leading initiatives for significant customer experience improvements. This role utilizes the Voice of the Customer and Voice of Operations to pinpoint challenges and opportunities. The CX Episode Champion work with the CX Project Delivery team as well as other teams outside CXM such as but not limited to PEDG, Brands, Network, etc. to ensure projects align with the episode's experience vision.

Duties And Responsibilities

Champion the Episode “North Star” Experience

• Establish and communicate the North Star* Experience for each customer lifecycle episode.
• Act as the central authority for new experience-related decisions within the episodes, ensuring alignment with the North Star Experience.
• Empower and provide guidance to Brand CX Strategy Partners in the creation, refinement, and assessment of customer journeys, ensuring alignment with the North Star experienced defined for each episodes
• Collaborate with Cx Project Delivery teams to ensure seamless implementation of projects in line with our episode experience vision.
• Engage regularly with customer-facing teams and stakeholders to gather real-time feedback and operational insights.
  
  
  

Drive key advocacies that will significantly improve the customer experience.

• Leverage the Voice of the Customer (VoC) and the Voice of Operations (VoO) to identify key pain points and opportunities.
• Proactively incorporate insights from industry trends and market observations, ensuring our strategies align with current and emerging best practices.
• Develop advocacy initiatives that are visionary and future-focused and not solely reactive.
  
  
  

KPIs

Total Globe EBIT

Total Globe NPS + NPS specific to their episode

Episodic Management (regular reports, cadences and comms to stakeholders)

Orchestration of Advocacies

• Milestones and specific advocacy KPIs
  
  
  

People Engagement & Development (Collab Index & Competency Uplift or Learning)

Top 3-5 Deliverables

Episode North Star Experience updated annually or as needed based on evolving priorities.

Institutionalization of Episodic Mngt and Governance

Achievement of Episode NPS Targets

Delivery of Advocacy Milestones

Delivery of Advocacy KPIs led and supported

Competencies

Analytical & Strategic thinking

Problem Solving & critical thinking

Change Management

Stakeholder Management & Relationship building

Project Management

Communication

Skills

Well-versed with the Chief Customer Experience Officer’s (CCEO) CX Agenda and advocacies, including their implications to the Customers and Frontliners

Comprehensive understanding of the North Star Experience for each Customer Lifecycle Episode and its alignment on the Total Cx.

Effective project, change management and communication skills to be able to influence, guide others and manage the change associated with the implementation of advocacies

Strong collaborative and integration skills, demonstrated by seamless engagement with Stakeholders and CXM Internal Groups.

Clear understanding of how the business operates, including its financial dimensions, operational priorities, industry competitors and market trends to align customer experience strategies with business objectives.

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.