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. ABOUT THE ROLE & TEAM: At SITA we believe in putting the customer at the center of everything we do. As Customer Experience Specialist, you will play an important role in implementing a 'best-in-class' CX strategy at SITA and contribute to fostering a culture of sustainable change to deliver business transformation within the air travel industry. You will be provid ed 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: Working closely with the Senior Customer Experience Expert you will, amongst other: Contribute to the development and implementation of CX and VOC strategies aligned with the company's overall objectives and values. Collaborate with cross-functional teams to integrate CX and VOC initiatives into the organization's processes. Create all necessary dashboards and data links for the community to easily access customer insights Product insights documentation and reports as required Stay up-to-date with industry trends and best practices related to customer experience and implement innovative approaches to exceed customer expectations. Contribute to CX improvement initiatives Customer Personas & Journeys mapping, analysis & optimization: Contribute to customer journey mapping workshops and mapping, collaborating with cross-functional teams to gain deep insights into customer touchpoints, pain points, and emotions. Qualifications EXPERIENCE: 3+ years of experience in a customer experience or related role, with a proven track record of driving improvements in customer satisfaction and loyalty. Strong analytical, problem-solving and attention to detail. Familiarity in customer experience measurement tools and data analysis. Demonstrated ability to work in a fast-paced environment and manage multiple priorities effectively. Excellent verbal and written communication skills in English. Results driven and delivery focused, are at ease working with diverse functional teams in a global and matrixed environment. Curious mindset, appetite for investigation and root cause analysis, passion for customer experience and quality excellence. 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 30 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
