.LEVEL is a long-haul airline based in Barcelona and part of the IAG group.
The company is customer-centric and places a strong emphasis on values such as commitment, an open attitude, a constant drive for improvement, and making travel easy for their customers.
With a focus on providing an exceptional customer experience, LEVEL is committed to delivering top-notch service and exceeding the expectations of their passengers.
Job Purpose The Digital Experience Manager is responsible for digitalizing and enhancing the Customer Experience by increasing the self-management & customization options for our customers and leading the Digital Cabin (Inflight Entertainment / Inflight Connectivity) projects.
Main Accountabilities Project planning in the Customer Area Process mapping and continuous improvement Define processes, implement fixes, and new developments in our service tool Tracking and analysis of performance of Customer Systems Lead the strategy & developments for Salesforce CRM Increase the self-management in our website & mails Enhance the customer experience in our website & mails Develop our bot for customer service in digital & telephony channels Lead the omni-channel strategy in our customer journey Define the strategy & developments for our Inflight Entertainment to improve the customer experience Define the strategy & developments for our Inflight Connectivity to improve the customer experience Define the strategy & developments for our Inflight Retail Platform to increase our inflight revenues Main Relationships The main relationships will be with Customer Experience, IT, Data, Commercial, Operations, and the suppliers for CRM, Service Tool, E-commerce, IFE, IFC, and Retail.
Education Minimum required: Bachelor degree.
Preferably bachelor degree in engineering or business management.
Post-graduate studies in Digital Experience, Artificial Intelligence or PMP.
Experience Minimum required experience of at least 3 years in areas of transformation and digitalization.
Experience in the tourism, hospitality, and airline industry will be positively valued.
Competencies Knowledge and experience working with Resiber, GoNow and other DCS, would be nice to have.
Knowledge and experience working with Amadeus, Skyspeed or other reservation systems, would be an asset for the role.
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