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Senior Manager Customer Experience Design Lead
1 month ago
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.
Key Responsibilities- Strategic Leadership: Translate the brand vision into service concepts, developing signature service initiatives to maintain the airline's position as a leading global aviation brand.
- Design and Innovation: 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.
- Customer Experience Champion: Champion excellence in customer experience across all product and service offerings.
- Operational Excellence: Work with operations teams to establish engagement standards that maintain the experience proposition while adapting to different standards for operational efficiency.
- Product Development: Define and develop customer-facing products for each cabin class, ensuring service concepts and standards align with guest demographics and profiles.
- Business Intelligence: Use business intelligence and other stakeholder input to stay informed about customer profiles, market trends, and operational changes to drive service improvements.
- Digital Experience: 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.
- End-to-End Customer Journey: Act as the custodian for the end-to-end customer journey.
- 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.
TBD
