Customer Experience Specialist
1 giorno fa
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:- Analyze customer feedback and data to identify trends and actionable insights for service improvement.
- Develop and implement processes to enhance customer satisfaction, loyalty, and retention.
- Collaborate with internal teams to design and execute customer-centric policies, processes, and procedures.
- Monitor and measure the success of customer experience initiatives and track KPIs (e.g., NPS, customer satisfaction scores, etc.).
- Cooperate with customer-facing teams to define a shared customer-centric approach in order to deliver exceptional service at every customer interaction.
- Study and propose customer experience initiatives, including booking, check-in, flight experience, and post-flight service.
- Work closely with marketing to develop and execute customer communication strategies that align with our brand values.
- Stay updated on industry trends and competitor strategies to ensure we remain a leader in customer experience.
- Bachelor's degree in Business, Hospitality, Marketing, or a related field.
- Minimum of 3 years of experience in customer experience management, preferably in the airline or travel industry.
- Strong communication and interpersonal skills, with a customer-first mindset.
- Data-driven approach to decision-making, with experience using customer feedback tools.
- Strong problem-solving skills and the ability to think strategically while managing day-to-day operational issues.
- Passion for travel and a good knowledge of the airline industry and customer expectations.
- Fluent in English (German would be an advantage).
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