Manager, Customer Experience Design

San Diego County Regional Airport Authority
San Diego, CA , United States

 

The San Diego Airport Authority is proud of its team members, we have a high performing culture and challenge ourselves through innovation...we work fast, value each other and have fun along the way. 

The Customer Experience & Innovation Department is looking for a self-directed individual with demonstrated experience design and leadership skills in a Manager, Customer Experience Design role. The ideal candidate will lead the Customer Experience Design team to create a customer journey map, identify customer personas and influence passenger experience as they travel through the San Diego International Airport and:
  1. Create, design and implement strategic road maps for the customer experience journey to improve airport passenger satisfaction; identify areas for improvement for customer satisfaction through data analytics and survey results to craft the customer journey road map.
  2. Collaborate cross-functionally with the Business Analytics and Airport Arts programs, as well as community influencers, stakeholders (internal and external) and other departments to enhance the design and feel of the terminals; remain current on industry trends as it relates to customer experience and innovation to continuously improve the customer experience.
  3. Coach and foster teams, competencies, accountability, development, diversity, inclusion, learning, customer focus and productive work environment; recognize and reward achievements, complete corrective action and oversee consulting services.
  4. Determine processes for achieving team goals consistently with overall organizational vision including the design and implementation of end-to-end consumer experiences and capabilities; champion the efforts to deliver a consistent experience and customer satisfaction; identify solutions and convert insights into strategic opportunities.
  5. Support the Authority’s transformation by establishing a rigorous customer experience practice for new experiences with customers, employees, and partners; lead the Authority to define and refine experiences based on the Brand Promise, the customer experience vision and research-based customer understanding.
Competencies:
  1. Leadership: Motivates peers through relationship, expectation and attitude; develops others, recognize achievements and completes work objectives.
  2. Project Management: Ability to conceptualize and manage issues, objectives, strategy accurately and actionably, prioritizes customer experiences, touch points, and moments of truth that best meet the overall objectives.
  3. Influence: Development and engagement of stakeholders to shape outcomes, collaboration to deliver solutions, ability to gain others support for ideas, proposals, projects and solutions.
  4. Critical Evaluation: Analytical thought leadership, interpreting research-based customer insights, identification of trends, create customer experience design tools and methods to be used by the broader organization, and formulate recommendations, respond to complex situations and trends.
  5. Agility: Readily adapts behavior and work methods in response to new information, changing conditions, or unexpected obstacles.
  6. Interpersonal Skills: Ability to articulate and relate information or implement solutions with different audiences, effective verbal and written communication and presentation skills, flexibility in approaching work situations, negotiation skills, manage change; skills to communicate clearly, establish and clarify ideas and expectations, conflict resolution listen and engage others, collaborate effectively.

Qualifications

Required Experience & Education:
  1. Graduation from a four-year college or university with a major in business administration, communications, marketing or a closely related field; and
  2. At least five years of progressively responsible experience in designing, implementing and managing of customer experience programs and at least two of which were in a management capacity;
  3. Or an equivalent combination or training and experience.
Depending on experience, hiring reward is up to $112,860.

In addition to competitive compensation, our rewards include a robust benefits program, employee recognition programs, work life balance and resources to support professional growth. Highlights of our programs for eligible team members include:

  • Medical & Dental Insurance – HMO, PPO and High Deductible insurance plan options allow you choices to fit individual and family’s needs.
  • Wellness Incentives – A variety of incentives encourage and support your well-being.
  • Holiday & Paid Time Off – Observance of 13 paid holidays and a minimum of 144 hours of annual paid time off allow you the time to rejuvenate and enjoy your time away from work.
  • Retirement Savings Plans – Your future financial security can be achieved with a Defined Benefit Retirement Plan, a VEBA Health Savings Account, a pretax 457 Deferred Compensation Plan and a 401(a) Plan for eligible employees.
  • Flexible Spending Accounts – Health and dependent care costs are easier to manage with voluntary contributions to pre-tax savings accounts.
  • Insurance Programs – Employer sponsored Basic Life insurance provides you with peace of Supplemental and dependent coverage is also available.Learning & Development Programs – A variety of on-site and off-site learning opportunities allow you to pursue your professional goals, including reimbursement for qualified education.
  • Commuter Transportation Program – To encourage the use of environmentally responsible forms of public transportation, the Authority offers eligible team members a subsidy to offset.
  • Voluntary Benefits – Additional benefits offer you the personal security you need with Long Term Disability, Long Term Care Insurance and Pre-Paid Legal for example.
  • Business Performance Incentive (BPI)
  • Employee Recognition
We hope our generous benefits package demonstrates our commitment to being an employer of choice.
 
To apply or for more information, please visit https://www.san.org/careers.