Inflight Entertainment and Connectivity Specialist

Job Description

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TUI Group is the world’s number one integrated tourism business. We’re focusing on creating the moments that make life richer for our customers and we’re pleased to be recruiting a dedicated IFE/C Specialist to help us create and manage our transformation towards an improved digital inflight experience.

Working within the TUI Airline Customer Experience team and reporting to the Customer Experience Manager – Digital, Communication & Innovation (CX Manager), you’ll be part of a focused, driven, and ambitious team working to improve the TUI airline experience for our customers. You’ll initially focus on delivering an exciting new streaming and connectivity solution whilst helping shape and deliver our future Inflight Entertainment (IFE) proposition, all as part of our ambitious IFE & Connectivity (IFE/C) strategy as we look to further digitalise our airline experience.

You’ll use your expertise to successfully implement our Streaming & Connectivity strategy and take responsibility for the commercial performance of our IFE/C products; driving incremental margin for TUI Group. Beyond this, you’ll support the CX Manager in further defining and developing our onboard digitalisation strategy, including creating the required business cases to ultimately drive additional ancillary sales and business benefits, whilst meeting customer needs. You’ll take full responsibility for the delivery of accepted business cases from project set up through to benefit realisation and integration into business as usual.

In this role, you’ll manage the end-to-end lifecycle of inflight entertainment products and services onboard our fleet, including but not limited to oversight of system reliability & defect resolution, future hardware & software development and definition of our entertainment content strategy. Using data to shape your decision making, you’ll balance customer and business needs to ensure we consistently deliver a valuable customer experience. With the support of the wider team, you’ll also oversee our content cycle updates and IFE/C customer engagement activities.

Working together with our key strategic partners, your expert stakeholder management, organisation and commercial awareness will support you in managing agreements and obligations with all parties involved in the end-to-end IFE lifecycle, ultimately working to deliver the best possible experience for our customers and develop revenue opportunities for our business. You’ll be supported by various internal and external teams as required.

You’ll be expected to keep up to date with changing customer expectations and technical developments in the IFE/C market. You should use this information to create proposals for improving our digital experience and actively drive forward our connectivity and ancillaries strategy.

At TUI, we believe work is something we do, not somewhere we go. Working as part of an international team, this role can be based in any of our head-office locations across Europe and we support remote working. Initially there will be a requirement to spend face-to-face time with various colleagues and project teams to deliver the first phase of our plans.

Please note, this role will require some international travel.

**This role can be based in Luton, Hanover, Stockholm, Rijswijk or Brussels and offers flexible virtual working arrangements.**

**Applications close on 11th April 2024**

ABOUT THE JOB

• Drive the delivery of Phase 1A of our approved Streaming & Connectivity strategy
• Create additional business cases as per agreed strategy, looking for opportunities to develop the strategy further and faster with a focus on innovation and ancillary generation.
• Look for opportunities to further develop our digital onboard platforms, balancing various stakeholder priorities and requirements against defined cost / benefit KPIs, to ultimately improve the onboard digital experience.
• Manage external partner delivery (IFE hardware and content providers), performance, and daily activities, influencing senior stakeholders to drive business outcomes for TUI Group
• Own and develop our content strategy and schedule and manage the delivery of approved budget.
• Work with relevant stakeholders to develop accurate and aligned reporting of IFE/C performance & customer satisfaction analysis, and proactively use this data to continually improve our operational, customer and commercial performance related to IFE/C.
• Work cross-functionally with internal teams and external partners to ideate, prioritise, test, deliver, and improve IFE experiences.
• Build robust relationships with Engineering colleagues, being the key contact for all Engineering IFE/C related topics
• Be an escalation point for operational colleagues in troubleshooting issues and escalating to the relevant stakeholders as needed.
• Use commercial, customer and operational data to shape decision making and sophisticated recommendations.
• Constantly observe industry trends relating to inflight connectivity

ABOUT YOU

• Relevant and proven industry knowledge and experience.
• Demonstrable previous experience of working directly with IFE / IFEC systems, connectivity and content providers.
• Experience working with inflight connectivity providers.
• Understanding and appreciation for engineering activities related to IFEC.
• Ability to create strong working relationships to further develop and enhance our strategic partnerships.
• Commercial acumen and proven performance of delivering and driving change.
• Strong problem solving analytical, stakeholder management and influencing skills.
• Driven and ambitious with an ability to ‘connect the dots’ and generate ideas / alternative solutions.
• Strong cross-functional collaboration skills, ability to deal with ambiguity and, a self-starter who can navigate obstacles and blockers to execute on-time.
• Understanding of software development processes and methodologies is desirable.
• A broad understanding of technology and innovation in a regulated environment.
• Strong business and conversational English (essential) and German, Dutch or French (desirable)

ABOUT OUR OFFER

• Fantastic holiday benefits including discounts, special offers and the ability to purchase additional ‘TUI time off’
• Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
• Discretionary Bonus Scheme
• Private Medical Insurance, single cover with option to add dependants
• Permanent Health Insurance
• Excellent rates with foreign exchange
• Pension scheme and life assurance

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.​

We love to see your uniqueness shine through and inspire the future of travel.​ If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

If you require any further information regarding this opportunity, please email careers@tui.co.uk

We really value your interest in TUI and will be back in touch with you shortly after the application closing date.