Manager Customer Experience Design - Digital

As a Manager Customer Experience Design - Digital, you will be responsible for designing, implementing, and optimizing the overall customer experience through digital channels focusing on driving personalization, loyalty and engagement with QR’s products and services across the customer journey. Drive transformation and convergence of physical journeys with digital journeys and manage with stakeholders. Identify cutting edge opportunities and manage the development of digital solutions across the customer journey roadmap. Project manage the end-to-end digital integration of our customer journey application Horizon, and other customer digital enhancements across the IFE and other digital channels. Research and implement digital products and services, which includes cabin crew service delivery platforms, food and beverage and service recovery. Oversee the entire lifecycle of innovation strategy from concept to development and then on to embedding into business as usual. Drive digital product innovation across our ground and cabin crew customer experience systems to enhance the user experience, enabling improved customer service, service recovery and personalization. Demonstrate customer centric design thinking methodology in all ideation when developing new digital assets. Benchmark industry best practice by exploring and investigating other airlines, other design centric organisations and app developers, to review current market trends and provide solutions or suggestions to Head of Department. To ensure that every application feature delivery is market leading and above our competitors. Other key operational responsibilities include: • Responsible for the development and direction of research-based design aimed at continuous improvement of current products and services, and generating ideas for new experience concepts across all areas of the customer journey. From Ground, lounges and onboard, and convey them to IT & Digital team into technical specifications, design and business/scope requirements. • Work with leadership and other stakeholders in defining business strategic direction for digital customer experience projects, recommend innovations and tactics to drive innovation in digital adoption such as predictive analytics, 360 CRM insights, loyalty and marketplace opportunities. • Using design thinking methodology to develop, test and launch the best possible digital customer experience and user experience across our customers touchpoints. Assess and optimize performance of new and existing features by actively participating in user research, and assessing performance metrics including competitor analysis and running design workshops. • Project manage the end-to-end digital integration of our customer journey applications such as the check-in, across our customer experience app, Lounges and Seatback. Manage a project-centric core team that includes product/project specialists and providing leadership, guidance, and support to ensure delivery of high-quality platforms that meet business requirements. • Employ smart digital innovation to improve our cabin crew and food and beverage applications, resulting in enhanced customer experience journeys. • Be the digital custodian of all digital software and hardware used across the product development and design department driving continuous improvement through cutting edge technologies. • Collaborate with other stakeholders to ensure cross-project dependencies are managed effectively by identifying risks, issues and technical challenges. Build and maintain relationships with internal and external IT, UX/UI designers to ensure timely delivery of product enhancement release and to the satisfaction of stakeholders. • Collaborate with IT & the Digital team on the overall digital product roadmap, priorities, objectives and expected impact of new features in order to be able to document and prioritise digital product features and user feedback. • Responsible for ensuring the consistency and quality of standards and processes implemented, and are adhered to across the team. • Working with BI/Insights team and other stakeholders to continuously be informed of the customer profiles, market trends and operational changes to drive service improvement. Support in the adoption of cutting-edge insights platforms with internal and external partners. • Responsible for constructing budget proposals. • Set yearly performance objectives and KPI’s, and conduct reviews with direct reports ensuring KPIs are met, and develop performance plans if required.