Experience Manager

Department

Customer Experience

Employee Type

Probationary

Cebu Pacific puts people at the heart of service - be it for our customers, clients, and partners. As we rise back from the pandemic and move forward on the path of expansion, we are in search for the right JUAN who share our values of breaking boundaries, never fearing failure or mistakes but rather always in the pursuit of new ideas and better solutions.

Apply today and be JUAN of the game changers of the Philippines’ leading airline, Cebu Pacific, as an Experience Manager.

Primary Responsibilities:

• Analyze customer feedback data about Cebu Pacific and implement process or policy changes in collaboration with internal stakeholders to close the loop and improve customer experience;
• Conduct design thinking workshops and benchmark on other airlines/industries to define the optimum service experience and create detailed customer journeys;
• Develop Service Design Blueprints, illustrated Journey Maps, Concept Designs, Service Experience Prototypes, Empathy Maps, and Value Propositions to transform the customer experience. Areas of focus include multi-channel experience (e.g. ticketing office, airport, phones, online/digital), key moments of truth (e.g., booking, payment, check-in, onboarding, arrival);
• Build integrated differentiated value propositions to drive customer engagement and improve customer relationship;
• Facilitate and lead key business relationship and drive integration across channels, customer-facing teams, marketing and commercial team; and
• Support the service experience goals of key internal stakeholders by practicing collaboration, leading change management, escalating issues, and ensuring work is aligned to the values and principles of the organization.
  
  

Basic Qualifications:

• Must be a graduate of a bachelor's degree in industrial engineering, information technology, design or business courses, and the like;
• Must have prior working experience (at least 3 years) on strategy, customer experience, service design, customer journey mapping, change management and other related roles
• Candidates who are a Certified Usability Analyst or Lean Six Sigma Certified will have a strong advantage.
• Prior training on customer journey mapping and service design principles is a plus.
• Self-directed, capable of carrying out responsibilities with minimal supervision
• Proactive in dealing with issues, and coming up with recommendations on how to resolve concerns
• Creative thinker with strong people interaction to influence towards others to deliver the goals of the department
• Excellent written and oral communication skills
• Comfortable working in an agile, fast-paced environment
• Expertise in design principles, trends, and best practices
• Solid understanding of business processes and technology solution
  
  

Be JUAN of us and together, let's make moments happen.

Note: This position is for an Individual Contributor and will be based in Pasay City, Metro Manila but currently follows a hybrid workplace flexibility arrangement.

Cebu Pacific warns the public against fake hiring and training advertisements by unknown groups. We do not require payment from candidates during the recruitment process nor do we require submission of physical application documents. For official information on our job openings, please visit our LinkedIn or career site for reference.

Experience Range Range (Years)

5 - 10 years

Job posted on

2024-11-12