Customer journey managerCebu Pacific Air / Cebgo

Job Description
Cebu Pacific puts people at the heart of service - be it for our customers, clients, and partners. As we continue to journey through this path of recovery and rebuild, we are in search for the right JUAN who share our values of breaking boundaries, never fearing failure or mistakes but rather always in the pursuit of new ideas and better solutions.
Apply today and be Juan of our game changers who aims to bring the best travel experience to our customers as a Customer Journey Manager.
Primary Responsibilities:
Lead the design and governance of the airline passengers' customer journey, enabling internal stakeholders to realize their desired service, and the business to deliver the target outcomes.
Ensure the alignment of process, product, and people across digital and non-digital channels provided by the various departments within the organization.
Refer to customer data and insights, and use it as input to improve customer journeys.
Conduct workshops focused on customers with the goal of defining the optimum service experience.
Develop Service Design Blueprints, illustrated Journey Maps, Concept Designs, Service Experience Prototypes, Empathy Maps and Value Propositions, for the creation and transformation customer experience.
Develop a seamless experience that ensures each touchpoint interconnects and contributes to the overall journey. Areas of focus include multi-channel experience (e.g. ticketing office, airport, phones, online/digital), key moments of truth (e.g. transaction, check-in, onboarding, arrival).
Minimum Qualifications
Preferably a university graduate with focus on any of the following - Engineering, Information Technology, Design or Business courses.
Must have prior work experience related to Strategy, Customer Experience, Service Design, Change Management, Product Management, or other related roles.
Must have at least 3 years of experience in a related field.
Certified Usability Analyst or User Experience Analyst is an advantage.
Experience in working in a highly collaborative environment is an advantage.
Must have great communication and presentation skills.
Note: This position is for an Individual Contributor and will be based in Pasay City, Metro Manila but currently follows a hybrid workplace flexibility arrangement.