Position Title
Assistant Manager, Digital Product IBE
Reporting To
Manager, Digital Product
Position Summary
The role entails comprehending, devising, and executing an enhanced Customer Experience (CX) strategy, encompassing all digital touchpoints, bolstered by data and analytical insights. Leveraging a well-established CX background, this position involves collaborating and guiding critical projects throughout various business departments to ensure their timely and high-quality completion.
Furthermore, the incumbent will drive ongoing digital enhancements to identifying and executing initiatives based on customer and employee feedback, data analysis, journey mapping, and other available sources of information. Additionally, this role encompasses taking the lead in managing CX complaint units, investigating and resolving customer issues, whether they are intricate or straightforward. When necessary, escalations will be made to the relevant department, with diligent follow-up to ensure that timelines are adhered to.
Key Accountability
- Supporting the development and execution of a CX-focused strategy, encompassing strategic, tactical and operational activities.
- Review and enhance customer journey maps, prioritizing critical experiences. Collaborate with cross-functional teams to implement improvements and identify innovation opportunities.
- Continuously enhance people, processes and technology to improve the overall customer experience and impact key business metrics across all product lines.
- Define and propose relevant metrics to measure the success of CX projects, ensuring alignment with business objectives.
- Create details documentation, including business requirements, process flows, use cases, and user stories, to guide the development and implementation.
- Coordinate with the testing team to ensure comprehensive end-to-end testing if products and new projects, ensure that changes align with MH requirements and provide final UAT sign-off in accordance with internal standards.
- Provide regular reports and updated to upper management as needed to keep them informed about the progress and impact of CX initiatives.
Qualifications and Working Experience
- Bachelor's Degree
- 7 years working experience: - In-dept knowledge of customer experience or journey mapping - Project Management and delivery - Aviation or airport related experience would be an asset.
Areas of Experience
Online Booking Engine, Product Management, Project management
Personality Traits
- Data driven mindset
- Communication and storytelling
- Relationship building
- Product management and process simplification
