Manager Customer Experience Design

1 week geleden


Amsterdam, Noord-Holland, Nederland Apt Resources Voltijd

Apt Resources is currently looking for an experienced Manager Customer Experience Design - Digital to join the team of a client in the airline industry in the GCC region.

As the Senior Manager of Customer Experience Design - Digital, you will lead and manage the Customer Experience Design-Digital team.

Your role involves designing, implementing, and optimizing digital experiences for customers across different touchpoints. You will identify opportunities and oversee the development of digital solutions throughout the customer journey roadmap.

Moreover, you will research and introduce digital products and services aligned with brand values, enhancing a personalized and integrated digital customer journey. You will supervise the entire innovation lifecycle from concept to integration into daily operations. By employing innovative thinking and market analysis, you will ensure that every feature surpasses competitors' deliveries.

Responsibilities:

Operational:

  • Lead research-based design efforts for continuous improvement and new experience concepts.
  • Evaluate and optimize feature performance through user research, metrics, and design workshops.
  • Manage a core team, providing leadership for high-quality application delivery.
  • Ensure consistency and quality across the team's processes throughout the development lifecycle.
  • Collaborate with cross-functional managers to manage dependencies and risks effectively.
  • Build and maintain relationships with internal and external stakeholders to enhance product delivery.
  • Contribute to digital product roadmap planning and prioritize features based on user feedback.
  • Implement plans for continuous improvement in digital customer experience.
  • Collaborate with the Department Head to drive strategic direction and revenue growth.
  • Stay updated on market trends and operational changes for service enhancement.
  • Develop budget proposals for digital customer experience projects.
Requirements

  • Minimum 8 years of relevant experience.
  • Bachelor's Degree or equivalent.
  • Experience managing enterprise-level projects.
  • Prior experience in managing projects for airline digital touchpoints.
  • Knowledge of software development methodologies, tools, and technologies.
  • Degree in Computer Science, Information Technology, or related field.
  • Familiarity with project management tools.

Preferred:

  • Experience in software development and team management.
  • Innovative mindset and ability to create impactful presentations.
Benefits

TBD

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