.OverviewWELCOME TO SITASITA 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
