Purpose of the job
POSITION WITHIN THE ORGANIZATION
This role is part of Team Marketing & Sustainability and reports to Director Innovation,
Customer and Product. ICX, is responsible for defining SkyTeam’s customer and product
proposition, including loyalty and sustainability, enhancing brand awareness and
perception, and creating meaningful value for our member airlines and their passengers.
PURPOSE OF THE JOB
In this role, as Senior Manager Customer Experience, you’ll take ownership of
building and maintaining a clear, strategic view of the entire SkyTeam product portfolio.
This means you’ll define the product roadmap with a strong focus on what truly matters:
creating value for our member airlines and delivering a seamless experience for
travellers flying across multiple carriers. You can expect approximately 4 to 8 trips
abroad per year, each lasting 1 to 3 days.
It’s worth noting that you won’t be doing this alone, you’ll work hand-in-hand with
passionate product managers across key areas like SkyPriority, IATCI, Loyalty,
Sustainability, Lounges, Service Recovery, Airport Operations, and Digital. Together,
you’ll identify and prioritize the customer attributes that should be consistently delivered
by our members. You’ll be the glue that connects our members and internal teams,
aligning everyone around shared goals. Whether it’s setting the right expectations,
building strong business cases, onboarding teams, or driving engagement, you’ll be at
the center of it all—making things happen.
Finally, your customers aren’t just the passengers; they’re also our member airlines.
They fund SkyTeam and play a major role in delivering our products, making your
impact even more meaningful.
This role is part of Team Marketing & Sustainability and reports to Director Innovation,
Customer and Product. ICX, is responsible for defining SkyTeam’s customer and product
proposition, including loyalty and sustainability, enhancing brand awareness and
perception, and creating meaningful value for our member airlines and their passengers.
PURPOSE OF THE JOB
In this role, as Senior Manager Customer Experience, you’ll take ownership of
building and maintaining a clear, strategic view of the entire SkyTeam product portfolio.
This means you’ll define the product roadmap with a strong focus on what truly matters:
creating value for our member airlines and delivering a seamless experience for
travellers flying across multiple carriers. You can expect approximately 4 to 8 trips
abroad per year, each lasting 1 to 3 days.
It’s worth noting that you won’t be doing this alone, you’ll work hand-in-hand with
passionate product managers across key areas like SkyPriority, IATCI, Loyalty,
Sustainability, Lounges, Service Recovery, Airport Operations, and Digital. Together,
you’ll identify and prioritize the customer attributes that should be consistently delivered
by our members. You’ll be the glue that connects our members and internal teams,
aligning everyone around shared goals. Whether it’s setting the right expectations,
building strong business cases, onboarding teams, or driving engagement, you’ll be at
the center of it all—making things happen.
Finally, your customers aren’t just the passengers; they’re also our member airlines.
They fund SkyTeam and play a major role in delivering our products, making your
impact even more meaningful.