Executive, Customer Experience Digital Innovation

Position Title

Executive, Customer Experience Digital Innovation

Reports To

Senior Manager, Product & Design

Role Purpose

1. Support the Senior Executive in overseeing and optimizing the digital customer experience for an airline, including its website, mobile app, social media, and email channels.
2. Assist in developing and implementing a digital experience blueprint strategy to enhance the digital customer experience, from pre-purchase up to the airport/gate experience, ensuring that it aligns with the overall brand strategy.
3. Contribute to analyzing customer feedback, data, and trends to identify areas of improvement and opportunities to optimize the digital experience.
4. Assist in collaborating with cross-functional teams to ensure that digital initiatives align with overall business goals.
5. Contribute to monitoring and analyzing the performance of digital channels and platforms, and make recommendations for improvements.
6. Stay up to date with digital trends and best practices to ensure that the airline's digital presence is competitive and innovative.

Key Accountability

1. Support the Senior Executive in developing and implementing a digital experience blueprint strategy to enhance the digital customer experience, from pre-purchase up to the airport/gate experience.
2. Contribute to analyzing customer feedback, data, and trends to identify areas of improvement and opportunities to optimize the digital experience.
3. Contribute to providing consultation in enhancing and improving the airline's digital platforms and channels, such as website, mobile app, and social media.
4. Support cross-functional teams, such as marketing, IT, and customer relations, to ensure that digital initiatives align with overall business goals.
5. Assist in monitoring and analyzing the performance of digital channels and platforms, and make recommendations for improvements.
6. Stay up to date with digital trends and best practices to ensure that the airline's digital presence is competitive and innovative.

Qualifications & Experience

Qualifications: Candidate should have a Bachelor's or Diploma in Marketing, Business Administration, or a related field. They should also have relevant industry-specific certifications or training, such as a certification in Digital Marketing, Customer Experience Management, or Project Management.

Years of experience: The candidate should have a minimum of 2-4 years of experience in a customer experience or digital marketing role. They should have experience in managing teams, developing and executing digital marketing strategies, analyzing data and performance metrics, and collaborating with cross-functional teams.

Areas of experience: The ideal candidate should have experience in customer experience management, digital marketing, e-commerce, social media marketing, and other related areas. They should have strong analytical skills and experience using data to inform strategic decisions.

Personality traits: The ideal candidate should possess strong communication, problem-solving, resilience, multi-tasking and analytical skills. They should have a customer-centric mindset and be able to collaborate with cross-functional teams to achieve greater customer satisfaction.