Experience Lead - Care & Assisted Service

Benefits

Additional Information

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, Net

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at globe? Share your experience