.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 PurposeThe 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 AccountabilitiesProject planning in the Customer AreaProcess mapping and continuous improvementDefine processes, implement fixes, and new developments in our service toolTracking and analysis of performance of Customer SystemsLead the strategy & developments for Salesforce CRMIncrease the self-management in our website & mailsEnhance the customer experience in our website & mailsDevelop our bot for customer service in digital & telephony channelsLead the omni-channel strategy in our customer journeyDefine the strategy & developments for our Inflight Entertainment to improve the customer experienceDefine the strategy & developments for our Inflight Connectivity to improve the customer experienceDefine the strategy & developments for our Inflight Retail Platform to increase our inflight revenuesMain RelationshipsThe main relationships will be with Customer Experience, IT, Data, Commercial, Operations, and the suppliers for CRM, Service Tool, E-commerce, IFE, IFC, and Retail.
EducationMinimum required: Bachelor degree.
Preferably bachelor degree in engineering or business management.
Post-graduate studies in Digital Experience, Artificial Intelligence or PMP.
ExperienceMinimum 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.
CompetenciesKnowledge 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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