Experience Lead

Department

Customer Experience

Employee Type

Probationary

Step into the forefront of the aviation industry with Cebu Pacific, a trailblazer in creativity and innovation in the Philippines. Our Marketing and Customer Experience team integrates a diverse range of disciplines including Customer Experience, Brand and Technology Marketing, Digital Media, Partnerships and Ancillaries, Corporate Communications, and Customer Care. At Cebu Pacific, marketing goes beyond promoting the latest seat sales—it’s about creating connections, building loyalty, and delivering experiences that passengers carry with them long after the flight has landed. Bring your unique and bold ideas to the team and be a moment maker in the ever evolving field of Marketing & Customer Experience as an Experience Lead . Visit our careers site to learn more about how your moment matters at Cebu Pacific: https://www.cebupacificair.com/en-PH/pages/about/careers

Primary Responsibilities:

• Analyze customer feedback data about Cebu Pacific and implement process or policy changes in collaboration with internal stakeholders to close the loop and improve customer experience;
• Assist in conducting design thinking workshops and benchmark on other airlines/industries to define the optimum service experience and create detailed customer journeys;
• Develop Service Design Blueprints, illustrated Journey Maps, Concept Designs, Service Experience Prototypes, Empathy Maps, and Value Propositions to transform the customer experience. Areas of focus include multi-channel experience (e.g. airport, phones, online/digital), key moments of truth (e.g., booking, payment, check-in, onboarding, arrival);
• Support the service experience goals of key internal stakeholders by practicing collaboration, co-leading change management, escalating issues, and ensuring work is aligned to the values and principles of the organization.
  
  

• Must be a graduate of a bachelors degree in industrial engineering, information technology, design or business courses, and the like;
• Must have prior working experience (at least 2 years) on strategy, customer experience, service design, customer journey mapping, change management and other related roles
• Candidates who are a Certified Usability Analyst or Lean Six Sigma Certified will have a strong advantage.
• Prior training on customer journey mapping and service design principles is a plus.
• Self-directed, capable of carrying out responsibilities with minimal supervision
• Proactive in dealing with issues, and coming up with recommendations on how to resolve concerns
• Creative thinker with strong people interaction to influence towards others to deliver the goals of the department
• Excellent written and oral communication skills
• Comfortable working in an agile, fast-paced environment
• Knowledge in design principles, trends, and best practices
• Solid understanding of business processes.
  
  

• We are the first Great Place to Work ® certified airline in Southeast Asia.
• We have been recognized as Best Employer Brand on LinkedIn for two consecutive years.
• Be part of a forward-thinking team that values innovation and continuous improvement.
• Play a key role in developing and nurturing the talents that drive our success.
• Accelerate your career with access to extensive learning programs and leadership development initiatives, all under Ceb U, our corporate university.
• Enjoy unique employee perks such as free travel for you and your family. Expanded coverage to common law partners and same sex partners!
• Be assured of a comprehensive healthcare coverage upon hire.