Senior Expert, Customer Experience
Công ty Cổ Phần Hạ Tầng Hàng Không Masterise
Mô tả công việc
I. JOB OBJECTIVE Responsible for shaping and executing GBIA's end-to-end customer experience (CX) strategy — translating strategic direction into structured CX frameworks, customer journeys, and digital platforms. This role owns the digital product roadmap across guest-facing and internal channels, leads end-to-end delivery of key CX initiatives, and contributes to the design of GBIA's loyalty program in support of a direct guest relationship model and long-term non-aero revenue growth. II. DUTIES AND RESPONSIBILITIES 1. CX Strategy • Design and maintain GBIA's CX framework, defining guiding principles, service standards, and experience pillars across the guest journey. • Build and continuously refine customer personas and end-to-end customer journeys across passenger and non-passenger segments (e.g. drivers, greeters). • Identify key touchpoints and moments that matter, translating insights into actionable experience improvements – business and technical requirements as well as CX policies and standards. • Ensure alignment across internal stakeholders on CX priorities and roadmap. 2. CX Initiatives • Own end-to-end development and execution of CX initiatives, from business case through delivery (e.g. experience showcase areas, CX research/survey programs). • Lead RFP development, vendor evaluation, and procurement processes for CX-related initiatives and infrastructure. • Manage cross-functional and external stakeholders throughout initiative delivery to ensure on-time, on-budget execution.
Yêu cầu công việc
1. Qualifications & Experience • Bachelor’s degree in economics, business, hospitality, or a related field; master's degree is a plus. • 5+ years of experience in customer experience (CX), product development and design, B2C operations and hospitality. • Experience in airports, smart cities or other infrastructure/greenfield programs is a big plus. 2. Knowledge & Professional Skills • Strong understanding of CX principles, segmentation, customer journey design and product development methodologies. • Exceptional stakeholder management skills, with proven comfort operating at senior executive / C- suite level. • Strong analytical thinking, with the ability to identify root causes and propose improvement solutions. • Fluent in basic AI tools, proficient in Excel and PowerPoint. • Professional fluency in English and Vietnamese, written and spoken. 3. Soft Skills • Excellent communication and presentation skills, with a genuine customer-centric mindset. • Proactive, responsible, and comfortable operating in a dynamic & fast-paced environment.
Quyền lợi
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