Customer Journey & Process Architect

Customer Journey & Process Architect page is loaded## Customer Journey & Process Architect locations:
25F The Globe Towertime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
March 31, 2026 (30+ days left to apply) job requisition :
RAt 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
** Re-imagines the established customer journey based on customer insights (VOC) & relevant operational data points (Resolution Rate, Service Level, etc.) and identify various inefficiencies and bottlenecks of existing customer problems. Champions process excellence by challenging the status quo on policies and processes to simplify and automate current policies/processes to quickly solve customer problems.
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* DUTIES AND RESPONSIBILITIES:

*** Leads the policy and/or process transformation initiatives by analyzing gaps between the desired customer journey versus results of customer survey, key operational and business metrics
* Drive the need for change by collaborating with project leads and key stakeholders to ensure constant efforts for process improvements are initiated aligned with objectives
* Establish the project/initiative's objective and requirements and effectively identified and (if needed) negotiates the requirements and timeline
* Create, implement and prioritize process improvement programs that:
-Adhere or enhance the recommended customer experience/journey  
-Have biggest impact to customers and business goals-Identify and mitigate internal and external risks-Connect the CM process with the end-to-end (enterprise-wide) process
* Select appropriate process modeling tools and techniques to craft/review/document PPMs effectively
* Ensures that the approved process design is correctly and effectively deployed through effective training and content management strategies
** REQUIREMENTS:
*** At least 3-5 years of work experience with minimum of 3 years experience in customer experience & process management
* Experienced in creating customer journey designs and process work flows adhering to CX designs
* Experienced in developing instructional and procedural documentations & presentations
* Experienced in Agile ways of working & data insighting
* Proficient in customer experience design creation
* Proficient in business process management analysis & design
* Proficient in process design basic tools (vision, google draw io, Bisagi, MS project)
* Proficient in Agile methodologies & Six SIgma practices
* Proficient in data analysis & insighting
* Bachelor's Degree in Business or any related course
** 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

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.

Globe Telecom, Inc. (Globe) is the leading Telecommunications company in the Philippines and the purveyor of the Filipino digital lifestyle. We provide cellular, broadband and mobile data services by focusing on enriching our content offerings amid customers' growing preference for multimedia platforms across multiple screens and devices. We want to enrich lives through communications by simplifying technology, so that we bring customers closer to what matters most.

Globe was also recognized as one of the Top companies to work for in Asia by Asia Corporate Excellence & Sustainability (ACES) Awards and Best Employer in the Telco category by Stevie’s New York.

Our principal shareholders are Ayala Corp. and Singtel, both industry leaders in their respective countries and in the region. We are also a member of Bridge Alliance, Asia Pacific's leading mobile alliance of 36 mobile carriers.

Purpose
* In everything we do, we treat people right to create a Globe of Good.
* Vision*We see a Philippines where families' dreams come true, businesses flourish, and the nation is admired.
* Mission*We create wonderful experiences for people to have choices, overcome challenges, and discover new ways to enjoy life.
* #J-18808-Ljbffr