TUI Musement

View Company Visit Website

TUI Musement

Customer Experience Executive – CSQ Analysis, Reporting, Service Flows

Brussels, Brussels Region, Belgium

Customer Experience Executive is a function within our airline organisation responsible for the effective implementation of onboard initiatives, analysis of customer feedback, and creation of service documentation to continuously improve the flight related customer experience. This position will play a key role in ensuring our customers receive an onboard holiday experience which is second to none by acting as a facilitator for internal airline teams across the TUI Airlines to engage with all the different stakeholders.In this role, you’ll report to the Customer Experience Manager – Quality & Delivery.About The JobAs Customer Experience Executive, you’ll be responsible for:

  • You will be responsible for the implementation of onboard product and service initiatives with a creative approach to evolve the customer experience, drive revenue, encourage repeat business and deliver added value differentiation to the flight experience.
  • You will champion Continuous Improvement and will use customer feedback to identify areas for improvement. Following your analysis, you will create proposals to present.
  • You will be the gate keeper to ensure all initiatives will get the appropriate traction with our stakeholders and are delivered onboard consistently and ultimately drive improvements in our CSAT scores.
  • You will support the monthly CSAT reporting process, which involves engaging with airline stakeholders, analysing data, and completing the standard weekly Customer Experience reports and monthly dashboard. You’ll work closely with other airline stakeholders to influence them to make improvements in areas of underperformance and encourage areas of strong performance.
  • You will support the CX Manager – Quality & Delivery with initiatives by taking ownership of projects and key pieces of work.
  • The role will involve onboard trials to support continuous improvement and implementation – particularly at the end of each season to drive positive change for the future season. You’ll be working closely with the Cabin Crew teams to ensure that our service documents are updated seasonally and are designed with both our customers and crew in mind.
  • The role would require knowledge of onboard operations and will be expected to fly regularly to gather feedback and to support with any onboard trials and research.
  • You will be responsible for owning the content and creating Cabin Crew Service documentation and briefs to ensure Cabin Crew can deliver the onboard service outlined by the Tour Operator.

About You

  • Strong understanding of aircraft onboard operations and crew service and operational requirements, ideally with previous flying experience
  • Customer centric, passionate about delivering great services and continuously improve
  • Analytical and data driven, to identify trends and suggest opportunities for improvement
  • Ability to story tell data to support improvements
  • Critical thinker with a keen eye for detail, who actively consults with stakeholders and engages the stakeholders for understanding and improving the CSAT results
  • Record of delivering improvement in customer satisfaction results and colleague engagement through implementation of new initiatives
  • Strong problem solving, organisational skills and attention to detail
  • Proactive and able to work with autonomy but demonstrate teamwork as part of the wider ‘Inflight Services’ directorate.
  • Competent user of MS Office (Publisher, Word, Excel, PowerPoint, Outlook)

About Our Offer

  • Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
  • Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
  • Private medical Insurance, single cover with option to add dependants
  • Excellent rates with foreign exchange and discounts with retailers
  • Discovery day – time to spend working at a local charity or community
  • Pension scheme and life assurance

At TUI, we know people are as diverse as the destinations we send our customers to. We love to see your uniqueness shine through and inspire the future of travel. If you would like to read more about what Diversity & Inclusion means to us simply visit our Smile page

Tagged as: customer relations

To apply for this job please visit careers.tuigroup.com.

You can apply to this job and others using your online resume. Click the link below to submit your online resume and email your application to this employer.

THE ARIVAL INSIDER PRO ACCESS MEMBERSHIP; YOU GET ALL THIS TO HELP YOU ADVANCE YOUR BUSINESS.

Included in Free Membership

Included in Arival Pro Membership

The Arival on-demand video library archive
Access to the entire library of over 150 video sessions and webinars

Arival.guides
Short, digestible research & trends reports delivering insights into our industry, such as The Tour Operator Outlook for 2021.

Arival.travel articles
Topical articles about marketing, tech, operator business and operator stories in all areas of tours, activities & attractions & experiences

Job board access
Find a job from our regular listings, post a resume to the talent network and learn strategies from the job resources articles

New webinars
Helpful, instructional sessions covering subjects such as Mastering Facebook Ads, Grow Your Business and How To Work With OTAs — topics to help advance your business.

Discounts on all Arival in-person events
20% Discount on all Arival in-person events (save up to $300)* based on business type

Arival ProShield – Insurance program
Access to tailored insurance solutions by Granite Insurance is available exclusively for Arival Insider Pro Access Members. Insider Pro Access Members also have access to a suite of resources from Granite Insurance including templates, forms and other informative documents.

Insiders Pro Access member exclusive webinars
Paid membership-only webinars to deepen your understanding of important industry topics.

Job postings & talent directory
Post jobs & connect with candidates most applicable to your business.

Private roundtables to connect, learn and engage
Small, focused and intimate discussions exclusive to Arival Insider Pro Access members.

Full access to Arival’s library of in-depth reports
Up to date, deep analysis of tourism topics ranging from Self-guided Tours to Sales & Distribution Trends and Outlooks, based on the data that defines the industry.

The latest on-demand videos
Over 350+ on-demand videos featuring hot topics in tours, activities & attractions

Insider discounts in digital marketing, tech, e-learning, and more
Save money on additional tools, services and learnings you need to run your business. Exclusive to paid members.

Membership Overview
ARIVAL CODE OF CONDUCT​
CONFERENCES AND COMMUNITY SPACES​

At Arival, we believe travel can make the world a better place. Our mission is to establish and inspire a diverse community of individuals and companies in the In-destination Industry by providing opportunities to gain insight, share knowledge and build connections. To make it possible for true collaboration, creativity, innovation, and idea exchange to thrive, we are committed to facilitating a welcoming and respectful community for all. This Conference Code of Conduct shares our community expectations and applies to all attendees, employees, exhibitors, speakers, sponsors, volunteers, and other participants at Arival- produced and sponsored events. We empower all participants in our community to actively engage in creating a friendly, inclusive and safe environment for all.

Arival’s core values include the following, and create an expectation for conduct at our events and in online community spaces:

We demonstrate a deep respect for human beings inside and outside our company and for the communities in which they live.
We value integrity and strive to consistently interact with others in ways that are authentic, ethical, and fair.
We are dedicated to transparency, committing to clear, open and honest communication.
We actively pursue and advocate for inclusion, diversity and representation of varying cultural backgrounds, perspectives and ideas

Arival welcomes people from all cultural backgrounds, and does not discriminate on the basis of race, color, creed, gender (including pregnancy, perceived pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, religion (including religious dress and grooming), marital status, domestic partner status, genetic information, age, national origin or ancestry, military or veteran status, sexual orientation, physical or mental disability, or any other basis protected by federal, state, or local laws.

Accordingly, participants must refrain from displaying any demeaning, harassing, aggressive, or intimidating behavior or materials that would interfere with others’ experience and participation in our community.

If you witness or are subjected to inappropriate or disruptive behavior or have any other concerns, notify an Arival staff member as soon as possible.

Inappropriate or disruptive behavior will not be tolerated. Arival reserves the right to refuse entry to or remove any party from any event or community space at any time when participation or behavior create a disruption or hinder the event or enjoyment of the event by other participants. All determinations are at the sole discretion of Arival, and the decision of the Arival team will be final. Severe breaches of this Conference Code of Conduct may result in disqualification from participating in future events. Individuals expelled due to violating this Conference Code of Conduct will not be eligible for a refund or other consolation.

If you have questions regarding this Conference Code of Conduct or its implementation, please contact us at [email protected].