Senior Manager Customer Experience Design

4 days ago

Singapore 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.
Able to work anywhere in the GCC.
Benefits
TBD
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