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Customer Experience Strategist
hace 2 semanas
We are seeking an experienced Customer Experience Strategist to lead the development and implementation of a customer experience strategy that enhances passenger satisfaction across all touchpoints, from booking to post-flight.
Main Responsibilities:
- Design and implement seamless ground experiences by coordinating with ground teams to meet customer satisfaction goals and operational standards.
- Collaborate with cabin crew and service providers to meet customer expectations, revenue targets, and operational feasibility.
- Leverage technology and implement innovative tools, such as AI, to enhance personalisation, efficiency, and customer satisfaction across all touchpoints.
- Manage aircraft interior standards and governance processes, ensuring that cabin conditions meet customer expectations and safety requirements.
- Foster consistency and alignment across all customer-facing departments, ensuring a cohesive approach to delivering an exceptional customer journey.
Requirements:
- Advanced degree in business administration, customer experience management, or a related field.
- Comprehensive understanding of business operations and customer-centric procedures.
- Expertise in customer experience strategies and tools, including the integration of innovative technologies such as AI across the customer journey.
- Strong knowledge of regulatory compliance standards within the aviation industry, including food safety and emergency response protocols.
- Familiarity with the complexities of physical and digital customer touchpoints, ensuring alignment and consistency.
