Customer Journey Architecture (80-100%) in Zürich

The Customer Journey Architecture & Product Portfolio Network Airlines division (HE/NP) is responsible for the holistic passenger experience of Network Airlines and the individual airline brands along the end-to-end travel chain (travel and non-travel), including consistency management. This includes all products and services at each customer contact point within the end-to-end customer journey. Within the frame of the product portfolio strategy, product development and projects of relevance to customer experience are assigned across all customer contact points within the matrix (brand, functional processes, locations) as well as the overall management, controlling and overview of the product and service portfolio. HE/NP is also responsible for the development and implementation of the experience and product strategy and all strategic issues in the product and service context. This also includes the design of the strategic framework and the coordination with the overall strategies of the Lufthansa Group. HE/NP is also responsible for the Passenger Experience targets and the definition of guiding principles, master journeys and segmentation (personas), the definition and allocation of innovation and design budgets, trend and innovation scouting as well as value definition and prioritization (per segment).

Your duties

• Responsible for the definition and framework of the holistic end-to-end passenger experience journey and management of consistency
• Development of passenger experience strategy and target picture for airline brands, products and segments in line with overall strategic framework
• Identification of customer value drivers and customer needs at all touchpoints within the end-to-end customer journey
• Project lead for cross-functional passenger experience story lines including developing and defining customer values, experience measures and guiding principles
• Ensure and monitor consistency of experience portfolio
• Manage customer experience project portfolio, derive initiatives and initiate cx projects
• Drive customer centricity approach into organization along end-to-end value chain (communication / change management in line with New Premium positioning)
• Acquire, establish and use experience design process, methods and tools
• Act as a passenger experience ambassador into Lufthansa Group and cross-functional industries

• Degree in engineering, business administration/economics or equivalent professional experience
• Professional experience and knowledge in: customer insights, customer orientation, product management, product development, brand, experience design
• Skills in customer-centric working methods: design-thinking, SCRUM, agile project-management
• Very pronounced ability for interdisciplinary and holistic goal-oriented approach to work
• Pronounced strategic comprehension and high innovativeness
• Ability to represent complex facts precisely and high abstraction ability
• Strong analytical and conceptual thinking skills
• High social and communication skills as well as sovereignty in an international environment
• Willing to travel and business proficiency in English

 

Details:

Type of contract: Base Management

Employment level: 80-100%

Department: Customer Journey Architecture & Product Portfolio Network Airlines

Work place: Zurich, Kloten

Starting date: Upon agreement

Application deadline: August 23, 2019