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

Description

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. Anchored on the company’s ambition to dominate on emotion, differentiate through service, and spark joy in every interaction, this role ensures that mobile customers receive clear, consistent, efficient, and reassuring support.

The role maps mobile customer journeys, defines experience blueprints, identifies front-stage and back-stage friction points, and clarifies service standards and operational rules that affect frontline execution. By monitoring mobile episode health across customer experience quality, service speed, operational cost, process efficiency, and service consistency, the Manager uses customer insights, operational data, and frontline feedback to recommend practical improvements.
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