Senior Manager Customer Experience Design

1 month ago

Sydney, Australia Apt Resources Full time

Apt Resources is currently seeking a highly skilled and experienced Senior Manager Customer Experience Design to join the team of one of their esteemed clients in the airlines industry in the GCC region. As a Senior Manager of Customer Experience Design, you will play a crucial role in transforming the airline’s vision into actionable product and service concepts for both onboard and ground/lounge areas. Your work will involve researching and creating products and services that embody the airline's brand values, providing a more personalized and integrated customer journey. Additionally, you will implement continuous improvement plans to ensure an ongoing commitment to enhancing the customer experience.

Responsibilities

Strategic:

  • Translate the brand vision into service concepts, developing signature service initiatives to maintain the airline's position as a leading global aviation brand.
  • Lead research-based design efforts aimed at continuous improvement of current products and services, while generating new experience concepts across all customer journey touchpoints, including ground, lounges, and onboard.
  • Champion excellence in customer experience across all product and service offerings.
  • Work with operations teams to establish engagement standards that maintain the experience proposition while adapting to different standards for operational efficiency.
  • Define and develop customer-facing products for each cabin class, ensuring service concepts and standards align with guest demographics and profiles.
  • Use business intelligence and other stakeholder input to stay informed about customer profiles, market trends, and operational changes to drive service improvements.
  • Contribute to the development of the airline's digital experience across the customer journey, ensuring a cohesive and impactful user experience that delivers commercial benefits.
  • Act as the custodian for the end-to-end customer journey.

Operational:

  • Translate new service concepts into operational processes, considering factors such as aircraft type and lounge environments.
  • Develop and lead the implementation of service standards, procedures, and processes.
  • Foster collaboration between operational departments to ensure aligned service standards are consistently delivered.
  • Plan and implement medium to long-term service initiatives, ensuring all operational teams are aligned and customer satisfaction is monitored for brand impact.
  • Oversee cabin crew complement, market trends, F&B, hotel trends, and airline benchmarking to achieve best-in-class status.
  • Create information for customer service teams to understand and embrace the airline's product and service concepts, enhancing their ability to promote these offerings.
  • Analyze CRM data to scientifically and intuitively meet customer expectations.
  • Set and implement KPIs to drive continuous improvement through methods such as mystery shopping and customer feedback.
  • Ensure products and services align with brand values and maintain high standards.
  • Nurture a customer-centric design team, fostering design-led thinking through brainstorming sessions, design reviews, and workshops.
  • Ensure synergies between inflight and ground services by managing relevant stakeholders and resolving challenges.
  • Translate product and service strategy into development, creating design briefs and project plans for internal and external use.
  • Anticipate development requirements and inform relevant business areas to ensure timely delivery.
  • Champion commercial and fiscal responsibility in decision-making processes.
  • Develop brand partnerships to offer bespoke experiences for customers.
  • Identify cost management opportunities through continuous monitoring of products and services.
  • Document projects consistently as a key management tool, providing status updates to management and other stakeholders, and highlighting any associated risks.

Requirements

  • Minimum Bachelor’s Degree or equivalent.
  • Over 10 years of experience in translating brand vision into tangible and implementable product and service concepts at a major international airline.
  • Proven experience in Customer Experience Design at a major international airline.
  • Advanced understanding of hospitality processes, procedures, and standards.
  • Advanced understanding of F&B and onboard services.
  • Experience developing inspirational, elegant, and successful products for airlines, hotels, or other hospitality companies.
  • Advanced understanding of customer experience and customer journeys.
  • Excellent ability to communicate and translate vision into concepts and contexts.

Benefits

TBD

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