Job Title: Airline Customer Experience Manager

Location: Brisbane Australia

Job Type: Full-time

Job Overview:

We are seeking a dedicated and experienced Customer Experience Manager to work within our customer support operations and ensure our customers have an outstanding experience. The ideal candidate will be responsible for developing and implementing strategies to optimize customer interactions and satisfaction, as well as driving process improvements across our customer service department. This role requires strong leadership skills, a customer-centric mindset, and the ability to collaborate across departments to enhance overall customer experience. This role will be dealing across multiple global airlines and experience within the airline travel industry is a must


Responsibilities:

• Develop and implement customer service policies and procedures to ensure consistent service delivery.
• Define and communicate customer service standards and expectations to team members.
• Oversee and manage a team of customer service representatives, including hiring, training, and performance evaluations.
• Handle escalated customer complaints and provide timely resolutions to maintain customer satisfaction.
• Lead efforts to monitor and analyze customer feedback, identifying trends and areas for improvement.
• Collaborate with cross-functional teams (including Sales, Marketing, and Product Development) to improve processes and customer interactions.
• Drive process improvement initiatives within the customer service department, optimizing workflows and procedures to enhance efficiency and service quality.
• Conduct regular meetings with the customer service team to review performance metrics, discuss challenges, and implement solutions.
• Develop and implement strategies for customer retention and satisfaction, utilizing insights from customer feedback and data analysis.
• Stay informed about trends within the airline industry and best practices in customer service, process improvement and problem management.
• Work with ITIL 3 and ITIL 4 frameworks
  
   

Requirements:

• Bachelor’s degree in Business Administration, Marketing, or a related field (or equivalent experience).
• Proven experience in a customer service management role, with a strong emphasis on process improvement.
• Excellent leadership and managerial skills, with the ability to motivate and develop a high-performing team.
• Strong communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
• Problem-solving aptitude and ability to handle difficult situations with customers.
• Advanced knowledge of the Navitaire New Skies PSS system
• Ability to work under pressure, prioritize tasks, and meet deadlines in a fast-paced environment.
• Customer-centric mindset with a passion for delivering exceptional service and continuous improvement.
• Will require travel globally
  
   

Preferred Qualifications:

• Master’s degree in Business Administration or a related field.
• Certification in Customer Service or related field.
• Experience in Airline travel sector with knowledge of industry best practices.
• Scrum Master certification

Benefits of working at Accenture:  

·       Holistic well-being program including health insurance

·       Life & Salary Continuance Insurance

·       18 weeks paid parental leave

·       Long & short-term career break opportunities

·       Structured career development program

·       Local and international career opportunities.

·       Certified as a Family Inclusive Workplace™

·       Flexible Work Arrangements - centered around Accenture’s Truly Human ethos and our commitment to supporting the health and wellbeing of our people.

·       We are proud to be in the top 3 of last year’s Diversity & Inclusion Index!

About Accenture: 

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 742,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and Al with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360 degree value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 degree value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.

Equal Employment Opportunity Statement for Australia:  

At Accenture, we recognise that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.  

Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organisation where you can strive for more, achieve great things and maintain the balance and wellbeing you need.  

We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require adjustments to the recruitment process or have a preferred communication method, please email [email protected] and cite the relevant Job Number, or contact us on +61 2 9005 5000.  

To ensure our workplace is inclusive and diverse we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs. Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement.

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About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 750,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

Equal Employment Opportunity Statement for Australia:

At Accenture, we recognize that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.

Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organisation where you can strive for more, achieve great things and maintain the balance and wellbeing you need.

We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require adjustments to the recruitment process or have a preferred communication method, please email [email protected] and cite the relevant Job Number, or contact us on +61 2 9005 5000.

To ensure our workplace is inclusive and diverse we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs. Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement.