Experience and Governance Manager

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

The Experience & Governance Lead is responsible for ensuring a seamless, high-quality, and customer-centric experience across all brand touchpoints, while maintaining governance, risk management, compliance, and operational excellence. This role balances customer experience (CX) optimization with regulatory and policy adherence, ensuring that service quality, trust, and consistency are upheld across the organization.

Job Responsibilities
1. Customer & Channel Experience Leadership

-Develop and implement comprehensive customer experience (CX) frameworks, ensuring seamless, consistent, and high-quality service across all brand touchpoints.

-Own experience and channel excellence governance, ensuring adherence to quality standards, service SLAs, and compliance requirements.

-Monitor customer interactions across physical, digital, and service channels, driving continuous improvements based on insights and performance data.

-Collaborate with marketing, customer lifecycle, and operations teams to align CX initiatives with brand values and business objectives.

-Introduce data-driven CX enhancements, leveraging customer sentiment, feedback, and journey analytics to optimize engagement strategies.

2. Governance, Risk Management & Compliance Oversight

-Develop and enforce governance structures to ensure consistency in service execution, policy adherence, and customer experience standards.

-Monitor regulatory compliance, ensuring that all CX initiatives and service processes align with legal, ethical, and risk management requirements.

-Implement internal audit frameworks, ensuring service quality and compliance standards are upheld across customer support and operational functions.

-Work closely with Risk & Quality Assurance teams to identify, assess, and mitigate operational risks affecting customer experience and governance.

-Ensure alignment between governance policies, regulatory requirements, and business performance objectives.

3. SLA Compliance & Service Quality Management

-Develop and maintain Service Level Agreement (SLA) frameworks, ensuring that all customer-facing operations adhere to performance benchmarks.

-Track SLA compliance rates, ensuring timely issue resolution, service fulfillment, and frontline efficiency.

-Establish real-time monitoring systems to track SLA adherence across various service functions, including support teams, technical operations, and partner service providers.

-Implement quality control measures to improve service response times, issue resolution rates, and frontline performance.

-Collaborate with Quality Assurance (QA) and Training teams to ensure customer service teams are equipped to meet performance standards.

4. Customer Feedback & Experience Governance

-Develop and oversee a Voice of the Customer (VoC) program, ensuring continuous collection and analysis of customer insights.

-Establish structured customer feedback loops, ensuring that real-time insights drive service improvements and policy refinements.

-Work with Business Intelligence (BI) teams to develop customer sentiment analysis models, ensuring proactive CX interventions.

-Ensure that governance frameworks prioritize customer-centric decision-making, balancing operational efficiency with service excellence.

-Act as the liaison between customers and regulatory compliance teams, ensuring service interactions are aligned with legal and ethical requirements.

5. Process Optimization & Continuous Improvement

-Conduct root cause analysis (RCA) on service failures, ensuring corrective actions are implemented.

-Identify process inefficiencies and recommend automation and workflow improvements to enhance operational efficiency.

-Work with IT and Digital Transformation teams to implement self-service platforms, AI chatbots, and automation tools to improve service accessibility.

-Ensure that governance policies adapt to evolving customer needs, ensuring CX consistency and scalability.

-Lead cross-functional process improvement initiatives, ensuring continuous optimization of service workflows and governance structures.

6. Cross-Functional Collaboration & Stakeholder Engagement

-Partner with Operations, IT, Customer Service, and Product teams to align governance structures with service delivery expectations.

-Ensure service excellence training and governance frameworks are embedded across frontline teams.

-Collaborate with Finance and Risk teams to ensure customer experience initiatives align with financial and regulatory policies.

-Act as the bridge between leadership and execution teams, ensuring governance strategies are successfully implemented.

-Lead CX governance review meetings, providing insights on performance trends, compliance risks, and quality assurance improvements.

7. Leadership & Team Enablement

-Lead, mentor, and develop the Experience & Governance team, ensuring alignment with organizational objectives and customer-centric principles.

-Provide ongoing training, coaching, and knowledge-sharing programs to drive a customer-first culture across teams.

-Foster cross-functional collaboration, ensuring that all teams understand their role in delivering a superior customer experience.

-Drive continuous learning initiatives, ensuring teams stay updated on emerging CX trends, compliance requirements, and industry innovations.

-Establish a culture of accountability and excellence, ensuring that governance and experience strategies are executed effectively.

KPIs

-Customer Satisfaction (NPS) improvement

-Service Risk & Compliance Violation Reduction

-Issue Resolution Efficiency and Complaints Reduction

-Compliance Monitoring Accuracy

-Team Enablement Satisfaction Score

Top Deliverables and Sample Outputs

1. Customer Experience (CX) Strategy & Optimization

-CX Governance Framework & Standardization Guide, Customer Journey Mapping & Experience Enhancement Reports, NPS, CSAT, and CES Reports, Omnichannel Service Experience Improvement Plan, People & Channel Excellence Playbook

2. SLA Compliance & Service Quality Management

-Service Quality & SLA Performance Dashboard, SLA Violation & Risk Mitigation Reports, Service Delivery Quality Control Framework, Customer Issue Resolution Efficiency Reports

3. Governance, Risk Management & Compliance Oversight

-CX Compliance & Regulatory Adherence Reports, Risk & Incident Management Framework, Customer Advocacy & Governance Strategy, Quality Assurance (QA) Audit Reports

4. Engagement

-Collaboration Index Improvement, People Engagement Initiatives, Training and Upskilling

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.