Manager - CX Touchpoint Engagement

Main Objective of Role

To govern and coordinate the delivery of customer experience (CX) programmes across the organization, ensuring alignment with strategic objectives and generate improvements for customer satisfaction, loyalty and business outcomes.

• Leads the CX Excellence Portfolio framework for all customer experience initiatives that have been agreed to meet customer strategy and business priorities for improvements.
• Develops and manages a consolidated CX Excellence portfolio roadmap while tracking dependencies between stakeholder groups, milestones, and benefits that are linked to customer metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT) and complaints.
• Guides stakeholders to document end-to-end journey maps and distribution to ensure seamless handover of benefits across the customer journey.
• Leads diverse cross-functional stakeholders and collaboration as a central coordination point between Customer Experience, Inflight Operations, Airports, Customer Channels, IT, Digital, Marketing and all teams that impact customer facing benefits for monthly CX Leads meetings.
• Prepares and delivers monthly CX Lead presentations with accurate data insights that are aligned to Customer Council Initiatives and ensure that data insights are relevant to show trends and areas that are improving showcasing upcoming improvements and progress.
• Collaborates with business stakeholders to support business case creation to present required guidance for new and updated CX Excellence initiatives to drive customer satisfaction and business objectives.
• Develops and manages CX Excellence weekly dashboards and additional reports in collaboration with business analyst to highlight customer insights with all agreed customer metrics and implement methodologies to show accurate customer improvements and business value.
• Partners and engages change and continuous improvements with relevant stakeholder teams to support adoption of CX Excellence initiatives to help identify opportunities to improve customer outcomes with agreed metrics and help develop and embed a customer-centric mindset and continuous improvement culture across teams.
• Enforces governance of customer standards and best practices for CX Excellence initiatives with all new and updated initiatives.
• Develops guidelines and ensures consistent project documentation, reporting, and risk management across all CX Excellence programs when driving new and updated initiatives.
• Facilitaes steering committees, and executive reviews for CX Excellence initiatives as required and ensures all documentation is recorded with minutes and follow-up to drive changes with timelines and agreed customer outcomes and metrics for measurement of success.

• Bachelor's Degree (3+ years)
• Certification in Project management, Data science, Lean Six Sigma Black Belt or Green Belt, Service Design, or Design Thinking.
• Fluent in English
• Experience in Airline operation or hospitality industry.
  
  Experience in managing diverse cross-functional teams, change management in cross functional teams - operational, commercial and communication teams, CX Excellence projects.
  
  Experience with workflow automation, RPA, or digital process transformation, exposure to agile or hybrid delivery environment.
• Tableau, strong presentation and visualization of data to create impactful change.
• Years with qualifications: 8 - 10 years
• Certification in Project management, Data science, Lean Six Sigma Black Belt or Green Belt, Service Design, or Design Thinking.

• Customer Focus
• Teamwork
• Effective Communication
• Personal Accountability & Commitment to achieve
• Resilience & Flexibility (Can do attitude)
• Decision Making
• Inspiring & Developing Others
• Strategic Thinking
• Business Acumen

Reads and complies with the ISR policies of the Company and diligently reports any weakness or incidents to the respective Line Manager or the Information Security team. Completes all required ISR awareness sessions and follows associated guidelines in the day-to-day business operations.