Voice of Customer Program Manager
globe · 18F The Globe Tower ·
- Category
- Project management
- Company size
- 1000+
globe · 18F The Globe Tower ·
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.
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.