May or may not pertain to us directly..but WIZZ is doing some hiring.
Purpose of the position:
Customer Experience Project and Technology Manager Role will drive department to automated, digital environment making sure the expected goals in terms of reduction of agents FTE’s in favor of bot usage are met. Customer Experience Project and Technology Manager Role will act as the leader of everything connected to passenger digital experience and communication. In collaboration with CX Digital/E-commerce/BI and other teams across Wizz Air, would work towards providing the best possible digital customer communication and self-service experience across the entire customer journey reducing friction points. Would be responsible to deliver high-value features that build a truly seamless digital travel experience for our passengers at all times. He will actively look for all opportunities to revolutionize the digital customer care and take initiative for innovating and leading a build from business side. Customer Experience Project and Technology Manager Role will also continue to provide departmental systems oversight and identify opportunities for optimization and integration to the KPI matrix and reporting structure. He is responsible for continuous search of new technologies and their implementation with consideration of the operating environment and future growth.
Responsibilities:
based on customer feedback, expertise and experience lead the business architecture of developments
identify market opportunities with partner teams and define end product vision and strategy
define and prioritize problems and feature specifications expectations in order to digital customer interaction to maximum level
facilitate the ideation, design and implementation of expected solutions that solve our frictions customer have during their Wizz Air journey in meaningful ways
engage and work closely with the digital team to help determine the best technical solutions
be single point of contact from business side to cross-functional teams
to facilitate breaking down complex problems into steps from business side
to provide information for management by preparing short-term and long-term reports and analyses; answering questions and requests.
to evaluate and research the need of new systems implementation, development or discontinuity
Arrange and manage testing of reservation system and other customer service systems in liaison with IT and other departments based on needs
Produce reports on weekly and monthly basis in cooperation with BI
Produce & request from BI ad-hoc reports on need basis on management request
Establish / enhance and manage reporting matrix of Customer Services department in liaison with head of function
Analyze and prepare for acceptance proposals for process improvements, automation on a continuous basis
Forecasting and analysis for the support of departmental peer functions
Respond to ad-hoc requests for management information
Building and maintaining good work relationship with contracted suppliers as applicable
Identify new functional opportunities that will strengthen customer engagement
Participate in strategic projects to improve departmental performance and customer satisfaction metrics
Liaise with departmental peer functions to ensure highest level of integrity towards the customer according to company standards
Being up-to date in relevant WIZZ policies and procedures as well as on-going campaigns
Initiate, manage, participate and lead cross-functional projects
Deputize peer functions within department or head of department when required
Liaise with other departments within the organization
Aligns and cooperates with Senior Delivery Manager ensuring from business perspective technology is applied in best possible way, technology implemented is focused on customer satisfaction,
Aligns and cooperates with Product Manager of Customer Experience Manager working on customer seamless journey, reviewing impact of implemented developments and recommending new actions driving cost decreases and optimization of technology used
Aligns and cooperates with Customer Experience Journey Excellence Manager providing advise/lead and support on inputs and requested new actions/changes within the areas of responsibility
Requirements:
enthusiastic about working in an international, collaborative and fast-paced environment
experienced in airline and customer care systems
passionate about solving challenging customer problems, dedicated to remove frictions within customer journey
university degree required, ideally with technical or business background
minimum 3 years of professional experience
advanced/professional knowledge in MS SQL Server
advanced/professional knowledge in MS Excel
advanced/professional knowledge in data analytic visualization systems – preferably MS PowerBI
intermediate/professional knowledge of any CRM system – preferably admin role
minimum intermediate coding knowledge in HTML and ability to read C# code
experience of using MS TFS
track record of successful cross-functional project management
experienced at collaborating with multi-layer teams, both in direct and matrix structures
decisive and able to implement at speed
able to facilitate breaking down complex problems into steps that drive project developments with constantly delivered incremental values
Ability to problem-solve using creative thinking and innovation.
Affinity for numbers and outstanding analytical skills
Professional-level English, spoken and written.
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