You will be responsible to help us make Vueling’s products and services delivered consistently across our network through multiple touchpoints, increasing our NPS and satisfaction levels.
At Vueling, we love things to happen. We always try to go one step further and do it better. More than a job – it's a way of life.
That's why we work together as a team made up of talented and passionate people, collaborating, supporting and complementing each other.
We are one of Europe’s leading low-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.
Consistency ensures that customers are treated the same each time they fly with us, regardless of who they interact with. This position will be responsible to help us make Vueling’s products and services delivered consistently across our network through multiple touchpoints, increasing our NPS and satisfaction levels.
⦁ Define the customer experience standards based on customer insights and business needs. ⦁ Develop and implement a program for continuous improvement on service consistency delivery. ⦁ Audit and measure the customer experience, working with stakeholders to fix issues and maximise opportunities. ⦁ Ensure the necessary training for our frontline staff so they delivery the expected service to our customers.
Main Responsibilities - Tasks
⦁ Analyse the voice of the customers, understand the insights, build reports and action plans to ensure service consistency. ⦁ Track the necessary KPI to ensure results are delivered. ⦁ Implement plans to maximise the value for the customer and for the company: increase NPS, satisfaction levels and support initiatives to increase revenues and cost reduction. ⦁ Support the development of long-term customer strategy as part of VY Transform. ⦁ Conduct research and analyse projects effectiveness, processes, stakeholders, etc. ⦁ Actively seek new opportunities to improve and develop area processes and policies with a focus on efficiency and consistency. ⦁ Prepare training material and ensure our frontline staff understand and deliver our customer experience standards. ⦁ Run field audits to identify the gaps in the customer experience standards and provide continuous feedback to stakeholders for actions. ⦁ Present findings, projections, and recommended actions. ⦁ Support and guide senior executive decision-making processes.
Internally: MC members, Directors of all areas of the company, IAG stakeholders.
Degree in business or related field, MBA preferred.
3-5 years in customer experience leadership positions. Ideally - Airline experience.
Strong leadership skills.
Excellent communication and interpersonal skills.
Proven track record of results in service delivery.
Excellent understanding of business operations and procedures.
Strong organizational and planning skills.
Ability to establish and maintain strong relationships and to influence others and move toward a common vision or goal.
Effectively deliver projects on-time, on-budget within the scope that meets or exceeds stakeholder expectations.
Individual Contributor 4 - M2
Our benefits 💛
Every single person who works with us is unique. And we want your experience of working at Vueling to be just as unique. Our employee benefits include staff travel, discounts, flexible working model and much more! Want to learn more? click here
We have won the award for the “Best Low-Cost Airline in Europe 2021” at the Skytrax World Airline Awards, the world’s largest annual airline passenger satisfaction survey. We will continue to work hard to always offer the best customer experience!