Senior Expert, Customer Experience

Công ty Cổ Phần Hạ Tầng Hàng Không Masterise · Hà Nội

Type

Full-time

Work mode

On-site

Level

Staff

Industry

Other

Salary

Thương lượng

Location

Hà Nội, Hà Nội, Hà Nội

Overview

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.
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.

Summary of facts from the official posting. View original ↗

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