GOMO Data Storytelling Lead - Globe 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 Focused leader on production, business operations, optimization and governance of end to end service of digital channels Duties and Responsibilities
With the Business Manage DGT escalated handling Scale end to end digital operations Oversee delivery of reports and insights that analyze business functions and impact Define, develop and own initiatives that remove blockers and improve overall performance of the digital operations team Develop and implement quality controls & departmental standards to ensure data quality & accuracy Accountable for operational and customer experience (NPS) outcomes in their specific end-to-end customer episode Drive closure of critical deliverables to achieve / improve service level performance With the External Teams Work with different service operations teams to close the loop of VOC and operational issues Represent the “voice of the customers” and govern the customer insights
Work with enabling groups to ensure that they are aligned, engaged and supportive of the direction of DGT Oversee band aid and future proof fixes within and outside DGT channels Manage day-to-day relationships with teaming partners and vendors Facilitate the identification of process improvements Review technical recommendation and functional specification to ensure service management requirements are included in the solutions delivery/enhancements KPIs NPS Revenue Channel stability Top 3-5 Deliverables Review completeness and accuracy of the incident and problem management reports (eg weekly and monthly operations review) Analyze incident and problem management and review action plans to prevent recurrence of the incidents and problems Monitor progress, dependencies and impediments Competencies Relationship and Customer Service Performance Management Time Management Organizational and Critical Thinking Strong operations experience Strong interest on process improvement Communication and Coordination Skills CX Support and Issue Resolution Digital Content and VOC Analysis QUALIFICATIONS: At least 5 years experience in business intelligence or Analytics Strong knowledge in marketing and track record in connecting Analytics with business / marketing applications & use cases Proficiency in visualization tools such as Tableau, Power BI, SAS Visual Analytics, Google Data Studio Programming expertise on the following languages: SAS, Visual Basic, Open Sources (Python, R), SQL.Knowledge in Java a plus. Proficient in Microsoft Word, Excel & Powerpoint.
Problem Solving & complexity Understanding of end-to-end Data Science / Analytics practice Graduate of Bachelor's Degree in Statistics, Math, IT, Computer Science 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.
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.