Manager Customer Experience

hace 2 semanas

Madrid, España International Air Transport Association (IATA) A tiempo completo

Employment Type: Permanent
Contract Duration:
About the team you are joining

The IATA CX Digital team manages IATA's Customer Portal, the prime point of contact / entry for any IATA customer at any point in time; as well as any other digital customer service touchpoint (i.e., Chat Bot; FAQs; etc.). The team is in charge of our global customer service digital operation.

Reporting to the Head, Customer Experience, the Manager Customer Experience is a key role in scaling the IATA Customer Service digital operations. They will focus on designing and implementing the digital service strategy across IATA’s digital / automated customer touchpoints (i.e., IATA Customer Portal, chatbot, etc.), identifying ways to reduce friction in the Customer digital journey(s) to deliver a unique experience.

This position requires strong digital, UI and analytical skills; project management and communication skills to build partnership with key leaders across the organization; ability to build, and execute against well-defined plans, managing the CX Digital team to deliver a best-in-class digital experience.

What your day would be like

Developing and implementing a plan to evolve IATA’s digital customer touchpoints, translating IATA’s CSC (Customer Service Center) strategic direction into digital priorities, objectives, and a clear evaluation framework;
Engage with key stakeholders and partners, to work on projects / initiatives, ensuring that a customer-centric methodology is followed;
Establish market best practices, strategies, and innovations for UX/UI and digital customer touchpoints;
Drive digital metrics to ensure the success of the CX Digital team with high accountability, identifying opportunities to act quickly and ensure user / customer satisfaction;
Partner with vendors and key stakeholders at IATA (i.e., ITS, e-Commerce, Programs Execution, Participation Platforms, Corporate Communications, etc.) to boost the impact of IATA digital / automated customer touchpoints (i.e., IATA Customer Portal, Chat Bot, Salesforce Communities, etc.);
Manage the CX Digital team, overseeing their work and guiding their development in the UX/UI discipline.

We would love to hear from you if you have

A university degree or equivalent experience;
At least 5 years of digital / UX-UI experience;
Deep understanding of Salesforce and Figma;
Experience with chatbots and automated service channels and/or tools;
Passion to continually learn and expand your skill set and are very curious about CX support technology and innovations;

Travel Required: N

**Diversity and Inclusion are one of our key priorities and we want to role model it. We are committed to building a team that represents a variety of backgrounds, perspectives and skills in which you can contribute at your best and be who you are. The more inclusive we are, the better we will be able to thrive to represent, lead and service the airline industry. If there is anything we can do to create a more comfortable interview experience for you, please let us know.**

***
**Learn more about IATA’s role in the industry, our benefits, and the team at **iata/careers/**. We are looking forward to hearing from you

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