Digital Experience Manager
hace 3 meses
LEVEL is a long-haul airline based in Barcelona and part of the IAG group. The company is customer-centric and places a strong emphasis on values such as commitment, an open attitude, a constant drive for improvement, and making travel easy for their customers. With a focus on providing an exceptional customer experience, LEVEL is committed to delivering top-notch service and exceeding the expectations of their passengers
**Job Purpose**
The Digital Experience Manager is responsible to digitalize and enhance the Customer Experience by increasing the self-management & customization options for our customers and also lead the Digital Cabin (Inflight Entertainment / Inflight Connectivity) projects.
The main objective is to lead the Digital Transformation in the different touchpoints of our customer journey. Working and collaborating with the different departments involved in the digital transformation such as Customer Experience, IT, Data, Commercial and Operations.
**Main Accountabilities**
- Project planning in the Customer Area
- Process mapping and continuous improvement
- Define processes, implement fixes and new developments in our service tool
- Tracking and analysis of performance of Customer Systems
- Lead the strategy & developments for Salesforce CRM
- Increase the self-management in our website & mails
- Enhance the customer experience in our website & mails
- Develop our bot for customer service in digital & telephony channels
- Lead the omni-channel strategy in our customer journey
- Define the strategy & developments for our Inflight Entertainment to improve the customer experience
- Define the strategy & developments for our Inflight Connectivity to improve the customer experience
- Define the strategy & developments for our Inflight Retail Platform to increase our inflight revenues.
**Main Relationships**
The main relationshipts will be with Customer Experience, IT, Data, Commercial, Operations and the suppliers for CRM, Service Tool, E-commerce, IFE, IFC and Retail.
**Education**
Minimum required: Bachelor degree. Preferably bachelor degree in enginery or business management.
Post-graduate studies in Digital Experience, Artificial Intelligence or PMP.
**Experience**
Minimum required experience of at least 3 years in areas of transformation and digitalization.
Experience in the tourism, hospitality and airline industry will be positively valued.
**Competencies**
- Knowledge and experience working with Resiber, GoNow and other DCS, would be nice to have.
- Knowledge and experience working with Amadeus, Skyspeed or other reservation systems, would be an asset for the role.
- Knowledge about Contact Center technology
- Knowledge about IFE/IFC
- UX & UI
- Comfortable multitasking and working under pressure
- Analysis and risk assessment
- Solid problem-solving skills, translating pain points into data driven decisions/recommendations
- Ability to communicate complex ideas effectively, both verbally and in writing
- Team player with solid interpersonal skills
- Proficient in MS Excel and PowerPoint and quick learner when it comes to data analysis and visualization tools such as PowerBI
- Interest in airline/travel industry.
**Languages**
- English: C1
- Spanish: C1
**Location**
Barcelona
**Our benefits**
- **Staff travel**
Enjoy discounted flights not only with LEVEL, but also with over 90 long-haul and short-haul airlines. Explore the world at more affordable prices.
- ** Flex Benefits**
There are flexible benefits available for services like meals, transport, childcare, trainings, and Health Insurance.
- ** Employee Cafeteria & Canteen**
Start your day right with a delicious breakfast, grab a quick snack during breaks, or choose from a variety of enticing menu options in our employee cafeteria and canteen at special prices
- ** Gym Discount**
As an employee, you will have access to a special discount on the gym membership. This will allow you to enjoy facilities, fitness classes, consult with a professional nutritionist, and much more
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