Customer Experience Project and Technology Manager

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Date: May 9, 2022

Location: Budapest, HU, H-1103

Company: Wizz Air Hungary Ltd.

 

 

WELCOME TO THE WORLD OF OPPORTUNITY!

 

Wizz Air, the fastest growing European low-cost airline, operates a fleet of 145 Airbus A320 and A321 aircraft. A team of dedicated aviation professionals delivers superior service and very low fares, making Wizz Air the preferred choice of 10.2 million passengers in the financial year ending 31 March 2021. Wizz Air is listed on the London Stock Exchange under the ticker WIZZ. The company was recently named one of the world's top ten safest airlines by airlineratings.com, the world's only safety and product rating agency, and 2020 Airline of the Year by ATW, the most coveted honour an airline or individual can receive, and a most sustainable company in the airline industry in 2021 by World Finance Magazine.

 

JOB TITLE: Customer Experience Project and Technology Manager 

BASE: BUD - Office  

 

 

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
  • Analyse 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 organisation
  • Aligns and cooperates with Senior Delivery Manager ensuring from business perspective technology is applied in best possible way,  technology implemented is focused on customer satisafction,
  • 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 optimisation 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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