The Role - Product Manager – Service Recovery
Job Purpose
To deliver disruption service recovery customer experience improvement initiatives in support of the future service recovery customer experience vision.
Deliver customer experience enhancing change to ensure a seamless, consistent, friendly customer experience, using customer insights to lead improvement in processes, policies and customer communications. Lead cross functional working groups to embed the innovations and enhancements that when balanced with cost and revenue objectives aim to increase customers overall satisfaction with the easyJet service recovery experience.
How You Will Do It
You will represent the voice of the customer across easyJet, ensuring projects, programmes and BAU/policy decisions consider the customer impact and you will balance these needs with the commercial, operational, people and cost impacts to identify the optimum solution
You will also manage the customer journey design, delivering enhancements to improve useability, customer satisfaction, timeliness of comms and continued improvements in digital self-service.
You will develop business cases for investments in the service recovery experience and deliver service recovery CSATs and initiatives, such as technology innovation to create competitive advantage
You will working closely with our Customer Management Centre, Ground Operations and Integrated Control Centre teams to ensure a seamless digital and customer experience with human interventions where appropriate and define and deliver initiatives supporting the customer win-back strategy following flight disruption and service recovery.
What You Will Need To Do The Role
First and foremost you will be a customer focused individual who strives for continuous improvement within customer experience and recovery.
With the ability to develop high level strategies, you will engage and inspire teams to deliver to those strategies, and develop effective delivery and communication plans.
You will have the ability to constructively challenge established thinking and collaborate effectively with partners, influencers, and co-workers to shape future direction and new customer solutions
Operating in an agile environment you will have experience of delivering technology innovations and will have planned & delivered customer trials. Your work will be data-driven and analytical with commercial judgement.
Finally you will be an excellent communicator who is organised with excellent planning skills and a great attention to detail and the ability to simplify complex information.
What You’ll Get In Return
- Competitive base salary
- Up to 20% bonus
- 25 days holiday plus bank holidays, with opportunity to buy 5 additional days leave after 12 months in role
- BAYE, SAYE & Performance share schemes
- 7% pension
- Life Assurance (x4)
- Discounted staff travel scheme with access for friends and family
- Annual credit for discount on easyJet holidays
- ‘Work Away’ scheme, allowing you to work abroad for 30 days a year
- Electric vehicle lease salary sacrifice scheme
- Access to online learning tools and development programmes
Location & Hours of Work
We typically spend 60% of the month at our head office in Luton.
About EasyJet
At easyJet, we're not just about making travel affordable, we're also committed to making wellbeing a rewarding journey for our team through small, healthy steps. We provide the necessary tools and resources, fostering a culture of care and collaboration. We do this the 'easyJet way', embodying our Orange Spirit, promoting accountability for our wellbeing, and looking out for each other. This is our healthy approach, making a difference for all of us.
Apply
We welcome applications from people from all backgrounds as part of our ongoing commitment to having a team that truly represents the customers that we serve . You may feel that that you don’t meet every single requirement for this role, but we’d still encourage you to submit an application rather than ruling yourself out. And if you need any adjustments or support during the recruitment process, please let us know and we’ll work with you to find a solution.
Business Area
Customer & Marketing
Primary Location
United Kingdom-London-London Luton Airport
Organisation
Customer & Marketing
Schedule
Full-time
Unposting Date
11/10/2024, 5:59:00 PM