Quality & Delivery Executive

Job Description

TUI Group is the world’s number one integrated tourism business. Customer, Crew & Inflight Services (CCIS) is a global team within our Airline organisation. We’re a multi-disciplinary team of experts providing services across the UK, Sweden, Belgium, The Netherlands and Germany.

Customer Experience Executive – Quality & Delivery is a role within our airline organisation responsible for the effective implementation of onboard initiatives, analysis of customer feedback, and creation of service documentation to continuously improve the flight related customer experience. This position will play a key role in ensuring our customers receive an onboard holiday experience which is second to none by acting as a facilitator for internal airline teams across the TUI Airlines to engage with all the different stakeholders.

In this role, you’ll report to the Customer Experience Manager – Quality & Delivery.

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

**Applications close on 31st August 2024**

This opportunity is offered on a hybrid working basis, with a minimum requirement of 2 office days per week.

ABOUT THE JOB

As Customer Experience Executive – Quality & Delivery, you’ll be responsible for:

• You will be responsible for the implementation of onboard product and service initiatives with a creative approach to evolve the customer experience, drive revenue, encourage repeat business and deliver added value differentiation to the flight experience.

• You will champion Continuous Improvement and will use customer feedback to identify areas for improvement. Following your analysis, you will create proposals to present.

• You will be the gate keeper to ensure all initiatives will get the appropriate traction with our stakeholders and are delivered onboard consistently and ultimately drive improvements in our CSAT scores.

• You will support the monthly CSAT reporting process, which involves engaging with airline stakeholders, analysing data, and completing the standard weekly Customer Experience reports and monthly dashboards. You’ll work closely with other airline stakeholders to influence them to make improvements in areas of underperformance and encourage areas of strong performance.

• You will support the CX Manager – Quality & Delivery with initiatives by taking ownership of projects and key pieces of work.

• The role will involve onboard trials to support continuous improvement and implementation – particularly at the end of each season to drive positive change for the future season. You’ll be working closely with the Cabin Crew teams to ensure that our service documents are updated seasonally and are designed with both our customers and crew in mind.

• The role would require knowledge of onboard operations and will be expected to fly when necessary to gather feedback and to support with any onboard trials and research.

• You will be responsible for the content and creation of Cabin Crew Service documentation such as Onboard Service Flow’s and Onboard announcements to ensure Cabin Crew can deliver the onboard service outlined by the Tour Operator.

ABOUT YOU

• Strong understanding of aircraft onboard operations and crew service and operational requirements is essential, ideally with previous flying experience.
• Analytical and data driven, to identify trends and suggest opportunities for improvement with knowledge of Qualtrics and Tableau being a benefit.
• Ability to story tell data to support improvements and influence stakeholders
• Customer centric, passionate about delivering great services and continuous improvement.
• Critical thinker with a keen eye for detail, who actively consults with stakeholders and engages the stakeholders for understanding and improving the CSAT results.
• Strong problem solving, organisational skills and attention to detail
• Record of delivering improvement in customer satisfaction results and colleague engagement through implementation of new initiatives.
• Proactive and able to work with autonomy but demonstrate teamwork as part of the wider ‘Inflight Services’ directorate.
• Competent user of MS Office (Publisher, Word, Excel, PowerPoint, Outlook)

ABOUT OUR OFFER

• Work in the largest global tourism group with international projects and teams
• Fantastic holiday benefits including discounts & special offers
• Development & career opportunities
• Health and wellbeing support
• Flexible working (understandably, some roles operate out of a specific location & to a set working pattern)
• Plus lots more benefits relevant to the local market that you’ll be based in

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.

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

Please Note: Airline roles will be managed by an international Talent Acquisition team and therefore your application may be viewed by TUI colleagues outside your home country. If you have any questions, please contact the Recruiter for this role via the contact information next to this advert.