Responsibilities
The Manager of Guest Experience Strategy will optimize the Guest experience (GX) by being a principal representative and advocate of the Guest at Spirit. This manager will be responsible for the Guest journey map and be the GX liaison/touchpoint for internal departments at Spirit, including Airport, IT, Inflight, Contact Centers, Brand, and HR. This person will be charged with raising the Guest’s profile at Spirit Airlines.
Work with data teams and various GX stakeholders to define and manage the Guest journey map for various Guest segments.
Liaise with leadership across departments to advocate for improvements to the Guest experience across the entire Guest journey.
Be the champion of GX at Spirit; educate stakeholders on the importance of NPS, and provide regular touchpoints to cover progress overall and within sub-drivers.
Ideate strategies to improve processes or IT systems and work with relevant stakeholders to build business cases, acquire funding, and execute those strategies.
Inspire the organization to listen, understand and act on Guest feedback as an effective data-driven and inspiring storyteller.
May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (e.g., emergencies change in workload, rush jobs, or technical developments).
Qualifications
Bachelor’s degree or equivalent experience in Marketing, Communications, Economics, Business (or related field)
Advanced Degree preferred
3-5 years experience
Strong project management experience
Previous experience in CX/GX/VOC departments, including relevant CX KPIs
Experience with customer segmentation process and journey mapping
Moderate Excel skills (pivot tables, functions, etc.)
Consensus builder with strong interpersonal skills
Ability to take data products and translate them for consumption by a wider audience
Understanding of basic statistics terminology
Ability to translate analyses into meaningful and practical recommendations
Experience leading without direct authority in matrix organizations
Strong communicator with expert PowerPoint skills
Must have a customer-centric mindset, relationship-building skills, and be an effective communicator for non-technical audiences (We need someone who can build a technical, data-driven case for GX and transform it into an effective GX pep rally for non-technical audiences)
Must be resourceful—able to operate with limited resources in a lean environment
Advanced presentation skills to communicate at all levels of the organization
Please be advised that you will be asked to complete a required assessment to be considered for this position. This assessment will be emailed to you after you apply. Please be sure to check your Spam folder and/or junk mail if you do not receive it. *
We offer a competitive salary and comprehensive benefits to our team members including medical, dental, STD, LTD, life insurance, 401(k), paid time off, travel benefits and much more. We strive to maintain a professional, yet friendly environment and promote professional and career development for our Team Members.
Overview
At Spirit Airlines, our mission is to deliver the best value in the sky and be the most successful airline on Earth! We are leaders in providing customizable travel options and make it possible for our Guests to venture further and discover more than ever before by serving destinations throughout the U.S., Latin America, and the Caribbean! Imagine making your mark on an organization introducing 100’s of new aircraft that will double our fleet!
Fly With A Winner: We are proud to be one of FORTUNE World’s Most Admired® Companies in 2021. Our constant growth and improvement mean boundless career opportunities. Team Members develop their careers rapidly while building key skills that drive long-term success.
The Giving Spirit: We are committed to inspiring positive change in the cities where we work and live. That starts with giving back through Corporate Social Responsibility and The Spirit Airlines Charitable Foundation.
Be Yourself: We want Team Members to feel empowered to bring their whole self to work and contribute to our success – that’s why we’re committed to building progress in the areas of Diversity, Equity, Inclusion and Belonging. Our Spirit Family is strong, not despite our differences, but because of them.
Travel The World: We offer competitive base salaries with robust health & welfare benefits, including travel & flight benefits for you and your family.
EEOC Statement
Spirit Airlines is an Equal Employment Opportunity employer. All aspects of employment are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other category protected by federal, state, or local law.
