Customer Experience 

Qualifications:
• Required in-depth understanding of customer experience, with proven ability to deliver on complex projects and partner in a matrix environment • Previous experience developing, executing, communicating customer experience strategy related to training, change management, or organizational behavior • Strong written and verbal communication skills and excellent presentation development and delivery skills; Demonstrated ability to influence internal and external organizations to achieve corporate goals, including the ability to influence and manage upward as necessitated • Experience successfully leading a team, and managing operating and capital budgets Top 3 skills needed are analytical - data mining, problem solving, strong written communication skills Soft skills needed - interpersonal, flexibility and team player

Responsibilities:
Deliver on the corporate strategic vision for the end state Customer Experience expected by customer facing employees, by providing strategic direction for the CX5 program, leading and engaging in day-to-day activities and initiatives required to successfully execute the vision. Responsibilities include: Lead execution of a phased approach of defined strategies to realize end-state vision across employee, vendor, customer and foundational items, including identification of key deliverables and working with business and IT partners to establish requirements and timelines; Partner with IT, commercial and operational divisions to effectively deliver a phased end-state vision through development of requirements, vendor selection, and execution of enterprise-wide customer experience solutions. These solutions, including Single View of the Customer, will support the ability of customer facing employees to own and deliver a world class experience for customers (e.g. Single View of Customer) Responsibilities • Develop strategy (planning, prioritization, and decision making) and putting plans into action • Provide, communicate, and implement strategy to address competition, changes in customer preference, and improvements in technology and marketing tools • Utilize customer information from CRM data and customer research to understand trends and opportunities • Provide operational insights to achieve key performance indicators • Summarize insights from analysis and clearly communicate analytical findings in a cohesive story; and articulate an argument to be present to executives • Responsible for building appropriate external and internal client-facing materials • Structure, negotiate and implement vendor agreements, distribution relationships and partner agreements • Perform financial analysis and modeling • Provide further insight into customer experience strategy by identifying critical questions performing ad-hoc analysis • Develop and implement post-program frontline feedback loop, including Level 1 and 3 surveys, in partnership with stakeholders, OAP and CI&A, supporting program event evolution and metrics plan. • Develop and guide overall communications plan at corporate and division levels, engaging all relevant stakeholders at leader and communicator level, including corporate communications, marketing and operational divisions • Partner with all needed commercial and operational business units for implementation, ensuring alignment with the enterprise vision, and process for establishing key behaviors and service model that is both enterprise and job-specific • Track measures of success, oversees project management and delivers project dashboards and status reporting; responsible for weekly tracking • Develop executive-level presentations, status updates, and capital plan documents • Develops both strategic and tactical plans that creates a safety-conscious environment resulting in employee safety and well-being

Apply to be considered for this User Experience Researcher opportunity in Atlanta, GA.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.

Why Choose LAUNCH?

A team of aviation staffing experts leads LAUNCH. We understand the challenges of finding the top aviation jobs and we focus on linking you with the best openings in the most sought-after locations.

LAUNCH offers you an ACA compliant benefit package including company-sponsored medical insurance with multiple plans to choose from. Our Minimum Essential Coverage is offered to every employee who does not have coverage elsewhere at no cost to you! LAUNCH also offers a 401(k) program with a company match.