AboutYour Job :
Drive directdigital performance growth, improve service standards and customer experienceby leveraging latest technology to implement and operate platforms and servicesthat re-define the traveller’s digital experience.
Build the service capabilities required for digital touchpointsespecially the mobile app to become travellers’ preferred booking, self-serviceand trip assistance tool along their journey and ensure a 5-star customerservice delivery.
Key Responsibilities :
Develop and maintain digital traveller servicedefinitions, scope and end to end processes for new and existing services.
Partner with cross-departmental leads alongcustomer journey to establish feedback channels in order to understand travellerstruggle points and expectations.
Build a platform capability roadmap for travellerservices by partnering with digital product and mobile application managers aswell as architects.
Identify and implement new technologies andcapabilities to allow product teams to leverage the latest innovation to createindustry leading traveller experiences.
Develop various services totarget travellers booking across various different channels and proposeincentives to help drive these travellers to direct digital touch points.
Establish priorities for implementation of newservices and enhancement of existing services by understanding business impact,expected value and customer research.
Review and analyse flight and non-flight services usageas well as loyalty activity to assess current platform usage, value andperformance.
Improve conversion and ancillary sales duringpre-trip and check-in by adopting personalisation techniques to increaserelevancy of offers.
Optimize online check-in and boarding proceduresby trailing digital solutions such as A / B testing and machine learning toefficiently gather traveller preferences and match to ground handlingrequirements and flight operations criteria.
Analyse on-board behaviour and traveller needsby reviewing crew and IFE logs and match to traveller profiles / personas todefine new potential interface opportunities.
Develop digital services and tools that enabletravellers to get accurate information at the key moment of baggage collectionto ensure a seamless experience and reduced anxiety by connecting data sourcesfor real time accurate information and triggering relevant notifications.
Create a smooth arrival experience to everytraveller to increase loyalty and repeat travel by developing a service structureand functionalities that recognise the differences and similarities between thevarious destinations, as well as different personas.
Perform other department duties related to his / her positionas directed by the Head of the Department.
About You :
The applicant should have aBachelor’s Degree or equivalent.
You must have minimum 8 years of job related experience.
Should have excellent verbal and written communications skills. Also possessgood analytical, interpersonal skills and a proven team player.
In depth understanding of airlinesales, marketing and distribution mechanisms
Good understanding of ground handlingand departure control procedures
Experience inprocuring / developing / working with innovative, disruptive technologies such asmachine learning, big data, predictive / prescriptive analytics etc
Experience in working with customerdatabases and operational platforms handling large sets of transactional andperformance data
Solid knowledge of core airline systemsand applications
Previous experience in managing digitalproduct(s) preferably in the travel industry
Formal training and certification on airlinereservation systems
Understanding and experience in agile productdevelopment