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13 days ago
Air Transat
Location: Montreal, Canada
Job type: Permanent
Sector: IT & Communications
Category: Customer Service Jobs
Customer Experience Optimization Manager

The incumbent is responsible for ensuring that the customer experience (UX) on our platforms is fully optimized. Together with his team and business unit, he identifies high-potential improvements, puts them in place, measures their efficiency and draws conclusions. As a strategist, he helps implement a series of key measurement indicators that are effective and relevant.

Responsibilities

* Use its expertise in terms of customer experience and implement a UX strategy for continuous optimization;

* Establish a continuous customer experience optimization cycle of the Build-Measure-Learn type;

* Conduct and carry out discovery and participatory design activities, including discovery workshops, comparative analyzes, user interviews or co-creation workshops;

* Communicate the company’s vision to the Digital Experience Optimization team;

* Establish a build-measure-learn feedback loop for the digital experience optimization process;

* Ensure that all goals in relation to digital experience optimization on the company’s web platforms and mobile app are met;

* Inspire, influence, guide, and motivate the Digital Experience Optimization team;

* Set clear shared objectives with the team without losing sight of the company’s business priorities;

* Manage and develop the team (hiring, evaluations, absence management, training, etc.) and ensure everyone’s well being;

* Oversee all communications and follow ups with internal clients to manage expectations and ensure that commitments are upheld;

* Help boost efficiency by working with the team to propose to improve work methods.

Requirements

* Bachelor’s degree in IT or equivalent;

* Eight (8) years of experience in IT, including 1 year in customer experience optimization and as a team supervisor;

* Knowledge of tools or methods to optimize the customer experience are essential;

* Strong sense of responsibility;

* Enthusiasm, curiosity, initiative, and excellent organizational skills;

* Knowledge of Agile methodology (an asset);

* Integrity, attention to detail, and professionalism;

* Excellent customer service skills;

* Keen interest in developing initiatives;

* Ability to foster camaraderie between team members;

* Motivational leadership style;

* Great team spirit and interpersonal skills;

* Fluency in spoken and written French and English.

Job Details

Location : Montreal Head Office / Downtown

Type of Work : Permanent, full time

Job category : Information technology

Business segment : Head office

Business unit : Transat A.T. inc.

Job # : AT-18-108

End date of posting : 2018-05-21

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