Episode Experience Manager – Care & Assisted Service (CAS) - MPO

Description

The Episode Experience Manager for Multi-Product Ownership is responsible for shaping and improving the end-to-end care and assisted service experience for customers who own both Mobile and Broadband products. This role ensures that multi-product customers receive clear, consistent, and connected support across human-assisted channels, including Stores, Hotlines, and other frontline touchpoints.

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