Episode Experience 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 Experience Manager is responsible for executing and managing the day-to-day improvements of a specific customer episode across all touchpoints, ensuring a seamless, frictionless, and satisfying customer experience. Reporting to the Episode Experience Lead, this role is hands-on in monitoring, analyzing, and implementing enhancements that improve customer interactions within the episode.

The Episode Experience Manager works closely with frontline teams, product owners, operations, and customer support to identify issues, test solutions, and implement improvements that align with the broader customer experience strategy.

Duties And Responsibilities

• Manage Episode Experience Execution – Oversee the implementation of initiatives to improve customer interactions within the episode.
• Monitor Customer Pain Points & Opportunities – Conduct ongoing analysis of customer feedback, operational performance, and journey friction points.
• Collaborate with Frontline & Support Teams – Work with call centers, retail, digital, and other customer-facing teams to ensure consistent experience delivery.
• Ensure Omni-Channel Consistency – Align experiences across digital, self-service, and assisted channels for a seamless customer journey.
• Customer Journey Testing & Optimization – Participate in A/B testing, pilot programs, and real-time adjustments to enhance the episode experience.
• Support Process Improvements & Automation – Identify opportunities to enhance efficiency through automation, AI, and self-service tools.
• Track & Report Experience Metrics – Provide regular performance insights and impact analysis to the Episode Experience Lead.
  
  
  

KPIs

• Cost to acquire/serve/operate
• Adoption Rates
• Net Promoter Scores / Customer Satisfaction Scores
• Episode SLAs
  
  
  

Top 3-5 Deliverables

• Episode Performance & Pain Point Reports – Regular tracking of key customer insights and operational challenges.
• Process & Journey Enhancements – Execution of specific improvements that reduce friction and improve satisfaction.
• Omni-Channel Experience Alignment – Implementation of initiatives ensuring a seamless experience across touchpoints.
• Experience Testing & Iteration Plans – Execution of pilot programs and customer feedback loops for continuous improvement.
• Stakeholder Coordination & Implementation Support – Close collaboration with teams to ensure smooth and effective experience rollouts.
  
  
  

Competencies

• Customer Insighting
• Market Analysis
• Business Acumen
• Strategic Thinking
• Project Management
• Technical Familiarity
  
  
  

Hiring Requirements

• Business Background
• Technical Background
• Customer know-how
  
  
  

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.