Overview WELCOME TO SITA SITA is the leading specialist in air transport communications and information technology. We don't just connect the global aviation industry, we apply decades of experience and expertise to address almost every core business, operational, baggage, and passenger process in air transport. As an organization, we cover 95% of all international air travel destinations and work with over 2,800 air transport and government customers in every corner of the globe. Immerse yourself in the dynamic world of technology while embracing our collaborative, and inclusive culture. Ready to redefine air travel? The journey starts here, with you at SITA. ABOUT THE ROLE & TEAM: At SITA we believe in putting the customer at the centre of everything we do. As Customer Experience Expert, you will play an important role in developing and implementing a 'best-in-class' CX strategy at SITA and foster a culture of sustainable change to deliver business transformation within the air travel industry. You will be provided with ample opportunity for professional growth and development and calls for an individual who relishes the opportunity to help SITA in its vision of Easy Air Travel Every Step of the Way. Reporting to the Director of Customer Experience (SITA Global Services) you will be part of the CX team whose mission is to design and implement SITA's global CX strategy meant to deliver positive customer experience. Are you ready to be part of the future? WHAT YOU WILL DO: CX (Customer Experience) and VOC (Voice of the Customer) Strategy design and implementation: Contribute to the development and drive the implementation of CX and VOC strategies aligned with the company's overall objectives and values. Monitor the effectiveness of CX and VOC strategies, making data-driven adjustments as needed to ensure continuous improvement. Stay up-to-date with industry trends and best practices related to customer experience and implement innovative approaches to improve how we listen to and capture our customers' voice. Customer Personas & Journeys mapping, analysis & optimization: Lead and facilitate customer journey mapping workshops, collaborating with cross-functional teams to gain deep insights into customer touchpoints, pain points, and emotions. Develop comprehensive customer journey maps and personas, identifying key moments of truth and opportunities for enhancing the overall customer experience. VoC Program management: Oversee the VOC program, designing and implementing effective feedback mechanisms, surveys, and listening posts to gather customer insights. Analyze VOC data to identify patterns, trends, and areas for improvement, providing actionable recommendations to the business. Prepare regular reports and dashboards to track progress, identify trends, and make data-driven recommendations for improvement. Cross-Functional Collaboration: Collaborate closely with various business lines to align CX initiatives and VOC program with business objectives. Mentor and coach various roles to enhance their CX knowledge and empower them to effectively deliver a positive customer experience. Qualifications EXPERIENCE: 5+ years of experience in a customer experience or related role, with a proven track record of driving improvements in customer satisfaction and loyalty. Proficiency in customer experience measurement tools and data analysis. Experienced in customer journey mapping. Excellent verbal and written communication skills in English, and the ability to interact and influence at all levels of the organization. Results driven and delivery focused, are at ease working with diverse functional teams in a global and matrixed environment. Exceptional analytical, problem-solving, and strategic thinking skills. Strong leadership abilities with experience in coaching and mentoring teams. Key skills and experience which are considered an asset: Proficiency in statistical analytics and tools Operational experience One or more qualifications/certifications are required: College/University degree or equivalent required CCXP an asset Certified LEAN 6 Sigma Green Belt an asset WHAT WE OFFER: SITA's workplace is all about diversity, many different countries and cultures are represented in our workforce. We collaborate in our impressive offices, embracing a hybrid work format. As part of our global benefits, we offer: Flex-week: Work from home up to 2 days/week (depending on your Team's needs). Flex-day: You may wish to flex your arrival time at the office, to beat the rush hours or you may want to leave the office earlier to pick up your kids from school or to go to your favorite game: We support you in being open about your needs and routine with you manager. Flex-location: Benefit for 26 working days from anywhere around the world each year! Competitive benefits according to the local market SITA is an Equal Opportunity Employer and values a diverse workforce. In support of our Employment Equity Program, women, aboriginal people, members of visible minorities, and/or persons with disabilities are encouraged to apply and self-identify in the application process #J-18808-Ljbffr
