Senior Experience Owner (17 Month Term) - Calgary, Alberta

Company/Organization: WestJet Airlines

Position: Management

Job Type: Permanent

Posted: 4/11/2024

Description:

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 were going global.

Join us and love where yoursquo;re going.

Hybrid Work:
This is a hybrid work position in Calgary, Alberta and requires in-person collaboration at the WestJet Campus (22 Aerial Place NE) 3 days per week. This provides flexibility for the remaining 40 of the work week. This hybrid work plan allows for critically important learning, collaboration, and networking with our colleagues. Specific days in the office are agreed upon by the team.

Overview of role:

WestJet is seeking a Senior Experience Ownerndash; Guest Engagement Booking Channels, reporting into our Experience Management 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.

Reporting to the Senior Experience Manager, Guest Engagement Booking Channels, you will take on high-impact responsibilities, managing large initiatives independently and collaboratively with cross-functional teams to ensure successful delivery. While supporting the overall Guest Engagement Booking Channels portfolio, your role will encompass a deeper focus on the strategy, design, roadmap and optimization of guest engagement and guest communications across the WestJet guest journey.

Key deliverables include:

• Drive the multi-year strategy, design, and roadmap for the guest engagement journey through a deep understanding of business processes, research, insights, technology and traveler behavior
• Lead the design and execution of primarily large-sized initiatives aimed at enhancing guest satisfaction across various touchpoints, ensuring simplicity, stability, and consistency
• Develop and implement strategies to create exceptional guest experience moments, applying advanced principles of service design throughout the guest journey
• 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, or guide the creation of 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 which drive improvements to WestJetrsquo;s guest and employee experience
• Collaborate with teams, leaders at all levels and partners to navigate constraints, systems, and barriers to build scalable guest-centric solutions
• Responsible to own, lead, and be a key decision maker for initiatives with large-sized complexity and size, 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 and action plans for high-performing and high-value guest interactions
• Establish influential relationships with internal and external stakeholders, contributing to the overall success of the Experience Management team

Experience and qualifications:

• Minimum 7-10 years of airline product or guest experience management planning required
• Minimum 7-10 years of airline guest communications and/or marketing experience required
• Airline booking channels and e-commerce experience preferred
• Bachelorrsquo;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
• High motivation and commitment to work independently in a fast-paced, dynamic environment
• Proven ability to foster a culture of collaboration, innovation, and excellence within and across teams
• Exhibit optimism, resiliency, and the ability to drive optimal outcomes in all scenarios.
• Passionate and highly skilled communications strategist and writer
• Showcase a successful track record of leadership and autonomy in driving complex initiatives to completion
• Possess exceptional people and relationship-building skills, earning trust and credibility with team members and senior leaders across WestJet
• Able to facilitate strategic discussions, workshops, and decision-making processes at the executive level
• Exhibit a strategic mindset, analytical thinking, and the ability to navigate complex organizational challenges
• Uphold a strong understanding of information architecture and systems thinking in the design of services and sales for WestJet products
• Foster a culture of collaboration, innovation, and excellence within the team

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

Think we are a fit? Apply now!

About WestJet Group of Companies

Together with WestJets regional airline, WestJet Encore, we offer scheduled service to more than 100 destinations in North America, Central America, the Caribbean and Europe and to more than 175 destinations in over 20 countries through our airline partnerships.

Our Safety Promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. As safety and security is a shared responsibility, it is expected that you will use safe work practices to ensure your well-being and the safety of others.

WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJets operations at risk. All roles that are identified as safety sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJets Alcohol and Drug Policy. 

Our Commitment to Diversity and Inclusion

We embrace what makes us each unique, and what makes us uniquely WestJet. WestJet is committed to inclusiveness, equity, and accessibility and if you require accommodation during the selection process, please let our Talent Acquisition team know. We encourage all qualified candidates to apply. We thank all applicants for their interest in WestJet; however, only those candidates who are selected will be contacted.

For more information about everything WestJet, please visit WestJet.com.

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