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Customer Experience Digital Transformation Manager
4 months ago
**Want to be part of a team that's changing the way Canada travels?**
As Canada’s largest independent ultra-low-cost airline, that’s exactly what we’re doing at Flair Airlines. By consistently offering airfares that are a fraction of the ticket prices of “those other airlines”, we are making air travel an affordable option for millions of couch-bound Canadians.
Yes, we’re an airline, but we truly believe that our product is our people. Low fares are important, but it takes great people delivering consistently outstanding customer-focused service to build brand loyalty.
Flair Airlines is currently seeking a permanent. full-time **Customer Experience Digital Transformation Manager** to join our growing and ever-changing organization.
The Customer Experience Digital Transformation Manager will be based out of Edmonton, AB (YEG) and some travel may be required.
**Primary Job Functions**:
- Develop and implement a digital transformation strategy for the customer experience department, aligned with the overall company strategy
- Identify and assess new digital technologies and tools to improve customer experience and drive business growth
- Lead cross-functional teams to execute digital transformation projects, including the design, development, and implementation of new digital solutions
- Partner with key stakeholders to understand their needs and develop solutions that meet their requirements
- Monitor and analyze customer experience data to identify areas for improvement and implement changes
- Stay up to date on industry trends and best practices in digital customer experience management
- Assess qualitative and quantitative aspects of the organization's current state in conjunction with additional market/industry/competitive research to help articulate a future vision and guiding strategy.
- Lead the execution of the entire customer experience digital transformation project life cycle Plan and execute the initial discovery phase, explicitly focusing on producing and understanding flair business challenges and opportunities, foundational gaps, pain points, and pillars for the aspirational future state-connected digital experience.
- Create phased roadmaps aligned to customer needs, best practices, and a logical roll-out.
- Develop strategies to encourage users to adopt the offered technological services and products.
- Provide progress reports, trackers, and KPIs for each project
Qualifications and Education Requirements
- Bachelor's degree in a relevant field (e.g. Business, Marketing, Computer Science)
- 5 to 7 years of experience working in project and/or change management in digital technology
- Clear criminal record check and satisfactory employment references;
**Required Competencies**
- Strong leadership and project management skills
- Experience with digital technologies such as CRM, AI, and automation
- Excellent communication and stakeholder management skills
- Strong analytical and problem-solving abilities
- Thrive in a fast-paced, dynamic environment
- Must possess creativity, adaptability, and learnability to craft a digital vision of the future and focus the business on that future vision.
- Experience leading digital/IT initiatives in medium to large-sized organizations
- Ability to manage multiple projects & priorities and a willingness to provide direct project management support if/when required.
- Strong working knowledge of project and change management best practices, processes, and documentation
- Highly collaborative storytelling skills in a way people can relate to and in a way that encourages excitement and followership.
- Knowledge of the latest trends in the relevant business and consumer technology.
- Ability to understand what is being said and what is being felt by your customers, colleagues, and partners.
- Excellent business acumen and customer centricity
**Flair Airlines offers a competitive compensation package including medical and dental benefits, short and long-term disability, life insurance, dependent life insurance, employee & family assistance program, a defined contribution pension plan (matched contributions), and a staff travel program.**
**How to Apply**:
- We look forward to meeting you at Flair Airlines_
