Customer Experience Specialist

Customer Experience Specialist

About Us:
At Air Dolomiti, we are committed to delivering the best possible travel experiences for our passengers. As a leading airline in Europe, we pride ourselves on our customer-centric approach, innovative services, and dedication to safety and quality.

We are looking for a passionate and dynamic Customer Experience Specialist to join our team and help us elevate the travel journey for our customers.

Position Overview:

As Customer Experience Specialist, you will be responsible for analysing and reporting every aspect of the customer journey – from booking to arrival – in order to design a seamless, enjoyable experience. You will work cross-functionally with various teams, including customer service, operations, marketing, and product, to identify opportunities to improve customer satisfaction and loyalty.

Key Responsibilities:

1. Analyze customer feedback and data to identify trends and actionable insights for service improvement.
2. Develop and implement processes to enhance customer satisfaction, loyalty, and retention.
3. Collaborate with internal teams to design and execute customer-centric policies, processes, and procedures.
4. Monitor and measure the success of customer experience initiatives and track KPIs (e.g., NPS, customer satisfaction scores, etc.).
5. Cooperate with customer-facing teams to define a shared customer-centric approach in order to deliver exceptional service at every customer interaction.
6. Study and propose customer experience initiatives, including booking, check-in, flight experience, and post-flight service.
7. Work closely with marketing to develop and execute customer communication strategies that align with our brand values.
8. Stay updated on industry trends and competitor strategies to ensure we remain a leader in customer experience.

Requirements:

1. Bachelor's degree in Business, Hospitality, Marketing, or a related field.
2. Minimum of 3 years of experience in customer experience management, preferably in the airline or travel industry.
3. Strong communication and interpersonal skills, with a customer-first mindset.
4. Data-driven approach to decision-making, with experience using customer feedback tools.
5. Strong problem-solving skills and the ability to think strategically while managing day-to-day operational issues.
6. Passion for travel and a good knowledge of the airline industry and customer expectations.
7. Fluent in English (German would be an advantage).