WELCOME TO THE WORLD OF OPPORTUNITY!
Wizz Air is a leading European low-cost airline. Our mission is to provide affordable and reliable air travel to everyone, everywhere, while minimizing our environmental impact. We are proud to foster a diverse and inclusive team of over 8,000 employees from more than 100 nationalities, who share our values of inclusivity, positivity, dedication, integrity, and sustainability.
As a rapidly expanding airline, we offer exciting career opportunities across a range of functions, from flight operations to engineering, customer experience, finance, and more. We provide extensive training and development opportunities to help our employees grow and succeed in their roles. Joining Wizz Air means joining a team that is passionate about aviation, dedicated to excellence, and committed to making air travel accessible and sustainable for all. If you are looking for a challenging and rewarding career in the aviation industry, we welcome you to explore our job opportunities and become a part of our success story.
Customer Experience Project And Technology Manager
Based in Budapest
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.
What we offer:
- Base salary and employee bonus scheme
- Unlimited number of significantly discounted and confirmed seating tickets, giving access to a continuously growing network of destinations
- Relocation package (if applicable) – expense budget, Temporary accommodation, Administration support
- Life insurance
- AYCM sport pass contracting possibility
- Instant impact, from any level of the organisation, exposure to C-suite management
- Fast career progression, internal mobility and talent management supported by training opportunities (Wizz Academy and bespoke trainings)
- True international and multi-cultural work environment, passionate, driven and diverse teams
Responsibilities:
- 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 Customer Care Team 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
- minimum 3 years of professional experience
- 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
- 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.
When applying, please only provide valid information regarding your educational background and certificates, as the original documents will be requested during the hiring process.
We look forward to meeting you and learning more about your skills and experience. Join the Wizz Air team and discover the world of opportunities.
