Voice of Customer Program Manager

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 ( internal challenges) and highlights key areas for resolution

Identifies opportunities to align and/or innovate around Customer Experience design

Enables internal business partners to ad...