The role of the Customer Experience and Quality Manager includes being accountable for a portfolio of specific customer journeys to identify customer needs and improvement opportunities, balancing near term iterative improvements with longer term visionary innovation
Role Responsibilities;
- Ensuring that customer journeys are seamless across both the physical and digital experience
- Define and maintain all documentation related to product and service specification / delivery standards, partnering with CX product managers and operational management teams
- Lead communication, engagement activities and campaigns (including CX training content)
- Owner of the CX quality audit program
- Bring an additional level of detail to Voice of Customer insights through the quality audit program so that objective (KPI observation-driven) data complements the subjective (satisfaction-driven) data to link these insights into continuous improvement work streams coordinated through our CX governance structures
- Produce executive reports and presentations on a regular basis, outlining CX delivery performance, drawing insights from Voice of Customer to inform action plans
- Communicate with the wider business the CX transformation vision
- Monitor industry trends, competitor bench-marking and changes in our competitor landscape
- Produce monthly executive reports
Skills required;
To be considered for the role of Customer Experience & Quality Manager one must meet the below criteria;
- 5+ years of related management experience
- BA/BS degree in an appropriate discipline
- Customer experience expert with evidence of strategic roles within an airline or similar industry, with an ability to understand customer (as well as operational and commercial) needs across multiple touch points
- Customer and service champion, with a passion for exceptional customer experience
- Outstanding communication, interpersonal and engagement skills
- Strong leadership qualities with a proven ability to drive standards as well as innovation and change
