Experience Lead - Care & Assisted Service

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 Episode Experience Lead for Care and Assisted Service owns the end-to-end human-assisted customer experience across assisted channels, ensuring every interaction reflects the company's ambition to dominate on emotion, differentiate through service, and spark joy. The role defines and manages customer journeys by creating experience blueprints, mapping front-stage and back-stage interactions, and addressing friction across the assisted service experience.

The Lead balances customer experience innovation with disciplined lifecycle management, using data and performance metrics to monitor episode health across experience quality, operational cost, delivery speed, and process efficiency. The role also diagnoses pain points, establishes service standards, and clarifies operational policies to drive predictable, consistent execution across all human-assisted touchpoints.

This position sits within the Service and Account Management segment of the Episode Experience Management division under the Product Experience Group, reports directly to the Episode Head, and leads a team covering Multi-Product Ownership Assisted Service and Assisted Service Business Readiness.

DUTIES AND RESPONSIBILITIES:

1. Assisted Service Experience Strategy and Blueprinting

• Define the desired end-to-end assisted service experience across key customer journeys and human-assisted touchpoints.

• Develop current-state and future-state experience blueprints that map both front-stage customer interactions and back-stage operational activities.

• Identify service friction points, unclear handoffs, policy gaps, process inefficiencies, and operational dependencies that affect the customer and frontline experience.

• Establish assisted service experience principles, interaction flows, and operating rules that guide consistent execution across Stores, Hotlines, and other frontline-assisted channels.

• Translate customer needs and business priorities into clear assisted service journey designs that improve resolution, reduce customer effort, and strengthen trust in service delivery.

2. Episode Health and Performance Management

• Monitor the health of assisted service episodes across key metrics, including customer experience quality, operational cost, quality of execution, delivery speed, process efficiency, and service consistency.

• Use data to diagnose customer pain points, negative demand drivers, repeat contacts, avoidable escalations, and recurring service failures.

• Assess the operational impact of assisted service journeys and identify opportunities to simplify processes, improve speed, reduce cost-to-serve, and enhance service reliability.

• Define and track relevant performance indicators to ensure that assisted service journeys are delivering measurable customer and business outcomes.

• Recommend structural fixes, roadmap priorities, and process improvements based on evidence from customer insights, operational data, and frontline feedback.

3. Service Standards, Policies, and Operational Clarity

• Establish clear service standards for assisted care environments to ensure consistent, predictable, and high-quality customer handling.

• Clarify operational policies, service rules, and back-end processes that affect frontline decision-making and customer outcomes.

• Ensure that policies and service rules are translated into practical guidance that frontline teams can understand and execute consistently.

• Identify areas where policy ambiguity creates friction, inconsistent handling, customer dissatisfaction, or unnecessary escalation.

• Partner with relevant teams to simplify, refine, or standardize processes that directly influence assisted service experience quality.

4. Business Readiness and Frontline Enablement

• Lead the business readiness strategy for assisted service experience changes, ensuring frontline and care teams are prepared before implementation.

• Oversee readiness planning for new or enhanced assisted service journeys, capabilities, policies, and operational processes.

• Ensure that frontline teams have the required process knowledge, tools, scripts, training, escalation paths, and support materials to execute service changes effectively.

• Guide the Business Readiness Manager for Assisted Service in coordinating deployment readiness, change impact assessment, communication, and adoption support.

• Ensure that experience updates, including Multi-Product Ownership assisted service flows, are designed and deployed in a way that is seamless for both customers and frontline employees.

5. Cross-Functional Orchestration and Stakeholder Alignment

• Act as the key orchestrator across teams involved in the design, delivery, and execution of assisted service experiences.

• Partner with Product Management, Product Innovation, IT, Network, Care Operations, Frontline Channels, Stores, Hotlines, General Trade, and other relevant squads to resolve service friction and improve end-to-end execution.

• Align stakeholders on assisted service experience standards, operational requirements, prioritization, and delivery expectations.

• Influence cross-functional roadmaps and development backlogs based on customer impact, operational urgency, and business value.

• Drive alignment across teams to ensure that assisted service journeys are not designed in silos, but are managed as connected end-to-end experiences.

6. Customer Insights and Continuous Improvement

• Leverage Voice of the Customer data, customer complaints, frontline feedback, operational metrics, and digital behavior data to understand assisted service pain points and opportunities.

• Synthesize quantitative and qualitative insights to identify root causes of customer dissatisfaction, service inconsistency, and operational inefficiency.

• Translate insights into prioritized improvement initiatives, roadmap features, process changes, and service design decisions.

• Continuously evaluate the assisted service experience to ensure that journeys remain relevant, effective, and responsive to changing customer needs.

• Promote a culture of continuous improvement by ensuring that assisted service decisions are grounded in customer evidence, operational reality, and measurable outcomes.

7. Team Leadership and Capability Building

• Provide leadership and direction to the Episode Experience Manager for Multi-Product Ownership Assisted Service and the Business Readiness Manager for Assisted Service.

• Set clear priorities, success measures, and ways of working for the assisted service experience team.

• Coach team members in journey design, stakeholder management, business readiness, performance diagnosis, and customer-centric problem solving.

• Ensure that the team operates with strong ownership, delivery discipline, and a clear understanding of the assisted service experience mandate.

• Build a collaborative and outcome-driven team culture focused on improving the quality, consistency, and reliability of human-assisted service experiences.

Key Success Measures

The success of the Episode Experience Lead may be measured through improvements in:

• Customer experience quality across assisted service journeys

• Reduction of customer friction and repeat contacts

• Improvement in fulfillment and resolution speed

• Consistency of service execution across assisted channels

• Reduction in avoidable escalations and negative demand

• Improvement in frontline readiness and adoption of new service journeys

• Operational efficiency and cost-to-serve improvements

• Clearer service standards, policies, and handoff rules

• Successful deployment of assisted service improvements and new capabilities

• Overall health of the Care and Assisted Service episode

Required Competencies

• Customer Journey and Experience Design: Strong ability to design and manage end-to-end customer journeys across complex assisted service environments, including retail, hotline, and frontline support channels.

• Front-Stage and Back-Stage Blueprinting: Ability to map the full service experience, connecting what the customer sees with the operational processes, systems, policies, and resolver teams that enable fulfillment and resolution.

• Data-Driven Problem Solving: Strong analytical capability to interpret customer experience data, operational metrics, service performance, complaints, and frontline feedback to identify root causes and prioritize solutions.

• Service Operations Understanding: Strong understanding of assisted service operations, including customer care, frontline handling, escalation, fulfillment, resolution, service standards, and operational policy execution.

• Stakeholder Management and Cross-Functional Leadership: Ability to align, influence, and orchestrate multiple teams across product, operations, care, frontline channels, IT, network, and business units toward a shared customer experience outcome.

• Business Readiness and Change Management: Ability to plan and manage operational readiness, frontline enablement, communications, training, and adoption support for new or improved service experiences.

• Strategic Thinking and Execution Discipline: Ability to connect long-term customer experience ambition with practical, measurable, and executable improvements across assisted service journeys.

• Leadership and Team Development: Ability to lead a small team, provide direction, build capability, manage priorities, and create a strong sense of ownership around assisted service experience outcomes.

REQUIREMENTS:

• At least 5 years experience in customer experience management, service design, product experience, customer care, frontline operations, journey management, or business transformation.

• Proven experience designing or improving customer journeys in human-assisted environments such as contact centers, retail stores, service centers, or frontline operations.

• Strong background in using customer insights, operational performance data, and service metrics to diagnose problems and drive improvements.

• Experience working with cross-functional teams across product, operations, technology, care, and frontline channels.

• Experience in business readiness, change management, process improvement, or service transformation is highly preferred.

• Demonstrated ability to translate strategic customer experience goals into clear operating standards, service blueprints, and execution plans.

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.