Primary Responsibilities:

• Analyze customer feedback data about Cebu Pacific and implement process or policy changes in collaboration with internal stakeholders to close the loop and improve customer experience;
• Assist in conducting design thinking workshops and benchmark on other airlines/industries to define the optimum service experience and create detailed customer journeys;
• Develop Service Design Blueprints, illustrated Journey Maps, Concept Designs, Service Experience Prototypes, Empathy Maps, and Value Propositions to transform the customer experience. Areas of focus include multi-channel experience (e.g. airport, phones, online/digital), key moments of truth (e.g., booking, payment, check-in, onboarding, arrival);
• Support the service experience goals of key internal stakeholders by practicing collaboration, co-leading change management, escalating issues, and ensuring work is aligned to the values and principles of the organization.

Basic Qualifications:

• Must be a graduate of a bachelor's degree in industrial engineering, information technology, design or business courses, and the like; 
• Must have prior working experience (at least 2 years) on strategy, customer experience, service design, customer journey mapping, change management and other related roles 
• Candidates who are a Certified Usability Analyst or Lean Six Sigma Certified will have a strong advantage. 
• Prior training on customer journey mapping and service design principles is a plus.
• Self-directed, capable of carrying out responsibilities with minimal supervision
• Proactive in dealing with issues, and coming up with recommendations on how to resolve concerns
• Creative thinker with strong people interaction to influence towards others to deliver the goals of the department
• Excellent written and oral communication skills
• Comfortable working in an agile, fast-paced environment
• Knowledge in design principles, trends, and best practices
• Solid understanding of business processes.