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Customer Experience Specialist

1 mese fa

Verona, Veneto, Italia AIR DOLOMITI S.p.A. A tempo pieno

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.

Requirements :

  • 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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