Customer Experience Pillar Owner
Core
Build and develop a unified end-to-end Customer Experience system ensuring a seamless customer journey across all touchpoints in a travel group.
Role type
Senior Customer Experience Pillar Owner (Strategy & Operations)
Builds
End-to-end customer journey, CX operating model, service standards, and CX metrics systems for Join UP!, SkyUp, and UP Universe.
Domain
Travel / Aviation / Tourism
Required skills
Customer Experience strategy, Service Design, Customer Journey Mapping, CX operating model design, Voice of Customer analysis, NPS/CSAT metrics, Cross-functional project management, Stakeholder management, Strategic thinking
Preferred skills
Travel/Aviation/Tourism/Hospitality industry experience
Technologies
N/A
Responsibilities
Formulate and implement CX strategy aligned with business goals; Build and refine the end-to-end customer journey across all channels; Define CX operating model, roles, and processes; Develop CX standards and experience design principles; Identify pain points and prioritize improvements based on insights; Build CX metrics and performance monitoring systems; Lead cross-functional CX initiatives; Build and develop the CX team and culture.
Seniority
Senior, hands-on IC with leadership responsibilities
