b2b cxm tmo transformation ManagerGlobe Telecom

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 B2B CXM TMO Transformatio 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 B2B CXM TMO Transformation Manager is primarily responsible to act as custodian of EG's overall CX Strategy for the assigned episode (i.e. ambition, imperatives, game plan) by co-designing and harmonizing CX plans across EG's customer episodes, products, channels, and tiers Serve as advisors to the business by co-designing CX improvement projects and by program managing critical CX related projects to achieve project goals on time, within budget and with minimal risk Build and manage the Service Catalog & Experience Catalog, which translates customer promises into measurable metrics and operational plans for EG customers across episodes, products (both Globe's and our partners'), channels and tiers Drive CX Ambition and Strategy for the assigned episode Define EG CX objectives, targets (long & short term) and overall EG CX Strategy, factoring all episodes, EG products, EG customer tiers & EG channels Manage EG CX annual planning by collaborating with EG, product and delivery teams to co-design CX improvement initiatives / plans (e.g. process redesign), based on measured metrics Program manage critical CX related projects and report overall TMO progress to leadership for validation and strategic guidance Conduct insighting activities & provide recommendations based on these learnings, as part of the Monthly Operations Review Pursue Innovation in CX initiatives Manage training design strategy, including modules and training roadmap for skills and capability uplift for frontline, including ISO certification planning Manage CX Technology scanning to identify disruptive CX innovations Consolidate all EG CX IT / digital channels demands for submission to B2B Tribe / OSMCX Omni-Delivery Team Build and manage the Service Catalog & Experience Catalog Manage the design of Service Catalog by collaborating with Product Management & PDE Team for all EG products Manage the design of Experience Blueprint that translates the customer promise into customer journeys across omni-channels and episodes, factoring in differences for customer tiers & products Define a holistic customer communication strategy and Oversee communication strategy rollout for EG customers (major, planned and unplanned incidents) Report overall TMO progress to leadership for validation and strategic guidance 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.
Monster

Philippines
Permanent
Full-time