.Overview:WELCOME 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.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 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 a 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 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: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 with 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, at ease working with diverse functional teams in a global and matrixed environment
