Purpose of the position:

Customer Experience Journey Excellence Manager is responsible for the oversight and management of customer experience related aspects & entire Wizz Air customer journey. The manager has direct responsibility on digital customer experience especially connected to disruption journey, and indirect responsibility on other journey stages (airport, onboard, customer servicing, product/service experience). The manager ensures consistent, reliable and high level of customer experience in accordance with corporate and departmental service level requirements to meet and exceed customer expectation. Provides inputs and advise on strategic decision making within the area of responsibility.

Responsibilities:

• Overall corporately responsible for and oversights the Wizz Air Customer Journey, including both digital & physical stages communication & care:
• Ensures consistency and seamless flow in care & communication across the different customer journey stages
• Ensures the right balance is established between customer experience improvements, cost savings and revenue increase
• Recommends corporate level CX Goals, KPIs and standards

• Directly responsible for the following customer journey stages: digital customer experience without direct impact on revenue (e.g. online check-in, customer contact details) and customer journey during operations disruption (delay, cancellation, etc):
• Leads cross-functional teams and projects connected to above areas aiming to improve customer experience via understanding customer insights, improving processes and cost efficiency
• Establishes new methods to enhance customer experience & internal/external information flows
• Leads and delivers automated disruption communications & care systems and processes in collaboration with cross-functional teams. Liaises with respective managers or departments, especially with Passenger Care Center (PCC) Supervisor
• Develops and regularly updates ‘Customer Recovery Playbook’ and ‘Customer Journey Playbook’
• Maximises passenger reach of communication via securing customer & passenger contact details
• Monitors/benchmarks industry best practices to ensure continuous service level improvements
• Identifies new functional and communication opportunities that will strengthen customer engagement metrics and experience
• Recommends CX Goals, KPIs and standards connected to directly owned journey stages
• Regularly reports improvements on own area of responsibilities
• Creates, analyses and benchmarks different service and performance models to drive achievement of goals with contracted partners and as applicable develop and track actions and timelines for corrective improvement plans
• Leads improvements of digital platforms in area of responsibility (e.g. 15below, IFST) based on inputs from cross-functional teams, especially from PCC Supervisor

• Indirectly responsible for the following customer journey stages: airport experience, onboard experience, customer service experience, product/service experience with impact on revenue:
• Participates in cross-functional projects connected to above areas aiming to improve customer experience via understanding customer insights, improving processes and cost efficiency
• Provides inputs to respective customer journey stage owners to identify new functional and communication opportunities that will strengthen customer engagement metrics and experience
• Provides inputs to ensure consistency and seamless flow in care & communication across the different customer journey stages
• Provides inputs into indirectly owned CX Goals, KPIs & standards to ensure overall corporate level CX Goals will be achieved
• Aligns and cooperates with Customer Insights and Research Manager working on customer satisfaction improvements, reviewing the results and recommending new actions. Oversees customer survey results and feed it back to the organization
• Aligns and cooperates with Product Manager of Customer Experience Manager working on customer seamless journey, reviewing impact of implemented developments and recommending new actions for most seamless and frictionless customer touchpoints
• Aligns and cooperates with Customer Experience Project and Technology Manager providing business inputs and requesting new actions./changes within the areas of responsibility

Others:

• Responds to ad hoc requests from management or cross-functional teams related to customer journey or customer experience overall
• Deputizes peer functions within department or Head of Function when required
• Is up-to date with relevant WIZZ policies and procedures connected to own area of responsibilities

Requirements:

• Minimum 2 years of experience in customer management or customer experience
• Minimum 3 years of professional experience in customer focused company
• Aviation, other service industry or aviation backgrounds are plus, however not a must
• Strong project management skills
• Team worker personality
• Self-motivated and proactive, willing to take initiative and shoulder responsibility
• Persistent, has stamina and ability to work under pressure ensuring tasks are prioritized and goals are met
• Result-oriented, dependable and consistent
• Flexible, resilient, have a passion for working in the dynamically growing airline industry
• Above average written and verbal communication skills
• Advanced computer literacy, has digital acumen
• Fluent in English
• University / college degree
• Willingness to travel occasionally, mainly within Europe
• Willingness to live and work in Hungary