Advisor Experience Management Programs

2 weeks ago

Calgary, Canada WestJet Full time
Overview of role:

As an Advisor Expereince Management, Programs at WestJet, you will play a pivotal role in ensuring that our guests' experiences exceed expectations at every touchpoint. You will be responsible for leading the intake and prioritization of guest-impacting initiatives, as well as establishing and managing the audit and compliance guest experience program. Your primary focus will be on managing the process and enforcement of guest experience standards across the entire guest journey.

 

Key Responsibilities:

 

Initiative Intake and Prioritization:

  • Collaborate with cross-functional teams to identify and assess guest-impacting initiatives
  • Triage guest impacting requests/ideas and manage intake form and process
  • Manage weekly intake meeting and facilitate requestors to present their idea to the steering committee
  • Maintain a structured process for evaluating and prioritizing initiatives based on their potential impact on the guest experience
  • Coordinate with stakeholders to ensure alignment on priorities and resource allocation

Guest Experience Standards:

  • Work collaboratively with other XM team members so understand guest experience standards encompassing all stages of the guest journey, from booking to post-flight feedback
  • Develop and implement audit processes to evaluate compliance with established standards
  • Continuously monitor and assess guest feedback and industry best practices to evolve and improve standards over time

Audit and Compliance Program:

  • Design and implement a robust audit program to ensure adherence to guest experience standards across all operational areas
  • Conduct regular audits and assessments to identify areas for improvement and compliance gaps
  • Collaborate with operational teams to develop action plans and initiatives to address identified issues

Cross-Functional Collaboration:

  • Work closely with various internal stakeholders, including operations, contact center, marketing, digital and IT, to drive alignment and consistency in guest experience initiatives
  • Serve as a subject matter expert on guest experience standards and provide guidance and support to other teams as needed

Reporting and Analysis:

  • Develop and maintain comprehensive reporting mechanisms to track key performance indicators related to guest experience standards
  • Analyze audit findings, guest feedback, and performance metrics to identify trends, insights, and areas for improvement related to consistency of guest experience standards
  • Present findings and recommendations to drive strategic decision-making and continuous improvement efforts

 

Experience and qualifications:

 

  • Bachelor’s degree in business administration, Marketing, Hospitality Management, or related field
  • Minimum of 5 years of experience in a similar role, preferably in the airline industry or hospitality sector
  • Strong understanding of customer experience principles and best practices
  • Proven track record of successfully managing cross-functional projects and initiatives
  • Excellent communication, negotiation, and interpersonal skills
  • Analytical mindset with the ability to translate data into actionable insights
  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
  • Experience with audit processes and compliance management is an asset
  • Certification in project management or related field is desirable

 

The benefits of being a WestJetter:   

WestJet provides all WestJetters with a competitive total rewards package.  On top of that, we offer:   

  • A fun and friendly culture with colleagues who work together to win  
  • Travel privileges for you and your family, effective from your start date
  • Savings and Benefit programs that are flexible to meet your specific needs  

 

 

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