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Customer Experience Transformation Lead
3 weeks ago
We are seeking a highly motivated and experienced professional to drive transformative service initiatives that elevate the experience of millions of travellers each year.
You will lead the design and implementation of high-impact physical and digital initiatives, continuously exploring new ideas to meet evolving traveller needs and create a seamless, memorable experience.
The ideal candidate is passionate about aviation and customer-centric innovation, with an entrepreneurial mindset and a proven track record in product management that drives strategic business outcomes.
- Key Responsibilities:
- Develop concepts of operations, define user stories, and scope business requirements for new service ideas.
- Lead end-to-end project delivery from exploration to deployment.
- Design and implement service products that deliver an intimate, interactive, and intuitive high-touch experience.
- Deploy solutions in live environments and manage change and adoption.
- Own the product roadmap and lifecycle of existing CX products to ensure continued relevance for travellers.
- Conduct market research and analysis to identify demand and inspire product innovation.
- Collaborate with tech and business teams to optimise processes and approaches.
- A bachelor's degree or equivalent, preferably with at least 3 years of working experience.
- Possess relevant experience in leading B2B and/or B2C application development projects.
- Confidence in managing ambiguity and ability to multi-task and thrive in a dynamic and fast-paced environment.
- Demonstrate strong leadership and possess good people management skills.
- Good written and verbal communication skills, with strong presentation and storytelling skills.
