Design Experience Manager

Job Description

The Design Experience Manager is responsible for creating and enhancing customer experiences across digital and physical touchpoints within the airline. This role focuses on customer journey mapping, service design, and innovation initiatives to improve passenger satisfaction and brand loyalty. The position collaborates with multiple departments to ensure a seamless travel experience aligned with the airline’s premium standards. The role also drives design thinking methodologies to deliver customer-centric solutions.

Key Responsibilities
Develop and implement customer experience strategies across all service channels.
Conduct customer journey mapping and identify pain points.
Lead design thinking workshops and innovation initiatives.
Collaborate with digital, airport, and cabin services teams.
Analyze customer feedback and operational data to improve services.
Ensure brand consistency across customer touchpoints.
Manage experience design projects from concept to implementation.
Benchmark industry trends and best practices in aviation.