San Diego Airport Authority is seeking an individual with demonstrated experience design and leadership skills for a Manager, Customer Experience Design role to lead staff in creating a customer journey map, identifying customer personas and influencing passenger experience as they travel through the airport. Duties include, but are not limited to:
Create, design and implement strategic road maps for customer experience journey to improve satisfaction; identify areas for improvement through data analytics and survey results.
Collaborate cross-functionally with teams and stakeholders to enhance terminal design and feel.
Coach and foster staff.
Requirements:Graduation from four-year college with major in business administration, communications, marketing or closely related field; and at least five years experience in designing, implementing and managing of customer experience programs and at least two of which were in a management capacity; or equivalent combination of training and experience.
Hiring reward up to $112,860.
To apply, visit www.san.org/careers.
Leadership: Motivates peers through relationship, expectation and attitude; develops others, recognize achievements and completes work objectives.
Project Management: Ability to conceptualize and manage issues, objectives, strategy accurately and actionably, prioritizes customer experiences, touch points, and moments of truth that best meet the overall objectives.
Influence: Development and engagement of stakeholders to shape outcomes, collaboration to deliver solutions, ability to gain others support for ideas, proposals, projects and solutions.
Critical Evaluation: Analytical thought leadership, interpreting research-based customer insights, identification of trends, create customer experience design tools and methods to be used by the broader organization, and formulate recommendations, respond to complex situations and trends.
Agility: Readily adapts behavior and work methods in response to new information, changing conditions, or unexpected obstacles.
Interpersonal Skills: Ability to articulate and relate information or implement solutions with different audiences, effective verbal and written communication and presentation skills, flexibility in approaching work situations, negotiation skills, manage change; skills to communicate clearly, establish and clarify ideas and expectations, conflict resolution listen and engage others, collaborate effectively.
Required Experience & Education:
Graduation from a four-year college or university with a major in business administration, communications, marketing or a closely related field; and
At least five years of progressively responsible experience in designing, implementing and managing of customer experience programs and at least two of which were in a management capacity;
Or an equivalent combination of training and experience.
Internal Number: 178-348
About San Diego County Regional Airport Authority
The San Diego International Airport serves 22 million passengers a year, establishing itself as a major economic engine and a portal for prosperity that enhances the quality of life for San Diego Bay residents. With the nation's busiest single runway commercial airport and home to the first ever LEED-Platinum Certified airport terminal, San Diego International Airport is dedicated to shaping the future of world travel and delivering the best possible experiences for our passengers.
The San Diego County Regional Airport Authority was created on January 1, 2003, as an independent agency to manage the day-to-day operations of San Diego International Airport and address the region’s long-term air transportation needs. The Airport Authority is governed by an appointed board of nine members who represent all areas of San Diego County and three ex-officio members.