Omnichannel Insights & Analytics Lead

Omnichannel Insights & Analytics Lead at 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.

We’re looking for a data-driven Omnichannel Insights & Analytics Lead to turn complex data into actionable insights that improve how customers engage with Globe—across digital and physical touchpoints.

In this role, you’ll design and manage multi-channel dashboards, build unified customer journey views, and analyze daily usage behaviors to uncover experience gaps and growth opportunities. Your insights will directly shape high-impact initiatives by prioritizing projects that reduce cost-to-serve, lower churn, and drive measurable ROI.

You’ll work closely with business, digital, and operations teams to translate analytics into experience-generation strategies—helping Globe anticipate customer needs, strengthen trust, and elevate end-to-end customer experiences at scale.

Key Responsibilities

• Design and manage multi-channel dashboards and reporting systems.
• Develop unified journey maps to track customer behavior from digital to physical touchpoints.
• Provide data-driven insights to prioritize experience-enhancing projects based on ROI (Cost-to-Serve and Churn reduction).
• Analyze "The Daily Habit" metrics to understand how customers engage with Globe's ecosystem beyond basic promos.

Must-Have Skills

• Advanced Analytics & Visualization: Expertise in SQL, Python/R, and tools like Tableau or PowerBI to manage disparate tech stacks.
• KPI Framework Design: Proven experience measuring complex metrics like Customer Effort Score (CES) and First Contact Resolution (FCR).
• Strategic Business Acumen: Ability to translate raw data into "Experience Generation" strategies that drive revenue.

Nice-to-Have Skills

• Predictive Modeling: Experience building the AI models needed for "The Empathy and Trust Engine" to predict customer needs.
• Telco Domain Expertise: Understanding of subscriber behavior and multi-product ownership lifecycles.

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.

Key skills/competency

• Data Analysis
• Customer Insights
• Omnichannel Strategy
• Dashboard Design
• Customer Journey Mapping
• SQL
• Python/R
• Tableau
• PowerBI
• KPI Frameworks