Experience Manager - Care & Assisted Service (CAS) - Mobile

At Globe, our goal is to create a wonderful world for our people, business, and nation. The Episode Experience Manager for Mobile is responsible for shaping and improving the end‑to‑end care and assisted service experience for mobile customers across human‑assisted channels, including Stores, Hotlines, and other frontline touchpoints.

Responsibilities

1. Mobile Journey Design and Experience Blueprinting

   Define the desired end‑to‑end assisted service experience for mobile customers across key service journeys, requests, and concerns. Map current‑state and future‑state mobile journeys across Stores, Hotlines, care support teams, and other assisted channels. Develop experience blueprints that connect customer‑facing interactions with back‑end processes, systems, policies, handoffs, and resolver teams. Identify friction points, unclear handoffs, policy gaps, fulfillment delays, and service inconsistencies that affect customer and frontline experien...