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Intermediate Experience Owner

2 weeks ago

Calgary, Canada WestJet Full time

**Why WestJet**:
Every WestJet journey has the potential to enrich lives; a career with us is no exception.

WestJet arrived on the Canadian airline scene in 1996 and changed the industry for the better. We made air travel more affordable for Canadians and now we're going global.

**Join us and love where you’re going.**

**Remote Work**:
This position is eligible for remote work, within Calgary, under our mobile workforce program.

**Overview of role**:
WestJet is seeking an Experience Owner reporting into our Guest Experience team. This individual can demonstrate a high standard of excellence, enjoys challenges, and is results-driven. The incumbent must be highly motivated and demonstrate the ability to work in an agile environment.

As an Intermediate Experience Owner within the Experience Management team, you will play a pivotal role in driving the strategy, design, and experience roadmap to elevate the experiences provided to our guests, WestJetters, and partners. Reporting to the Senior Experience Manager, Guest Engagement & Booking Channels, you will take on high-impact responsibilities, managing medium to large initiatives independently and collaboratively with cross-functional teams to ensure successful delivery. Your role will encompass a deeper focus on the strategy, design, roadmap and optimization of guest communications, booking channels, and overall experience continuity journey.

Through your curious nature and strong collaboration & relationship building skills, you develop and maintain strong working relationships with other Experience Management team members, Marketing, Loyalty, PRM, Contact Centre, Digital, IT, external partners and various teams across the organization to ensure the successful delivery of the strategy and roadmap. This role requires a passionate and experienced team member who will contribute to initiatives aimed at positioning WestJet as the most loved Canadian airline. This role will support both Guest Engagement & Booking Channels, with a primary focus on Booking Channels.

**Key deliverables include**:

- Lead the design and execution of initiatives aimed at enhancing guest satisfaction across various touchpoints, ensuring simplicity, stability, and consistency.
- Be a multi-lateral thinker who is comfortable working in both abstract strategic concepts and in tactical execution details with a strong understanding of guest journey design across multiple lenses and channels
- Create comprehensive initiative plans, identifying activities, artifacts, and design deliverables through the assimilation of data, guest and employee feedback and creation of clear journey outcomes and business requirements
- Collaborate with teams to navigate constraints, systems, and barriers to build scalable guest-centric solutions.
- Take ownership of initiatives with medium to large complexity, working independently while providing guidance to Experience Owners, Designers and delivery teams
- Utilize data, insights, and practicality to enhance guest experiences, fostering collaboration with team members and leaders. Where data and insights are not currently available or in place, work with teams to develop and iterate on reporting and data capabilities to measure impact of experience improvements.
- Utilize journey maps and service blueprints to identify opportunities for high-performing and high-value guest interactions.
- Drive the strategy, design, and roadmap for the guest journey through a deep understanding of business processes, research, insights, and traveler behavior.
- Establish influential relationships with internal and external stakeholders, contributing to the overall success of the Experience Management team.
- Demonstrate a deep understanding of e-commerce products, regulatory requirements, and policies.
- Showcase previous experience in leading initiatives independently, identifying improvement opportunities, and managing time efficiently.
- Act as a thought-starter and initiator, collaborating effectively with exceptional people and relationship-building skills.
- Facilitate co-design sprints, workshops, kickoff meetings, or brainstorming sessions to gain clarity on problem-solving and solution strategies.
- Possess strong analytical, problem-solving, and organizational skills, managing multiple tasks with adherence to tight deadlines.
- Exhibit a sound understanding of information architecture and systems thinking in the design of services and sales for WestJet products.

**Experience and qualifications**:

- Minimum 5-8 years of airline product or guest experience planning required.
- Minimum 5-8 years of airline booking channels and e-commerce experience is preferred.
- Bachelor’s degree in a relevant field or equivalent experience.
- Excellent verbal and written communication skills, influencing senior management decision-making.
- Proven ability to connect with team members and stakeholders, building strong relationships with respect, trust, and credibility.
- H