Customer Experience Designer / Service Designer (f/m/diverse)

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Lufthansa - 498 jobs

Cologne/Bonn Airport, Cologne/Bonn, Nordrhein-Westfalen, Germany

Tasks

As a Customer Experience Designer / Service Designer your purpose is to create a travel "peace of mind" feeling for our customers which they do not want to miss. You anticipate our customer's needs & create value by offering them relevant digital services across all physical/digital touchpoints

You focus on improving the customer experience by adding and enhancing scalable digital services which put customers in control and are effortless/stressfree to use
You develop digital services strategically to maximize customer satisfaction & Customer Lifetime Value (CVL) as well as to reduce operational costs
You translate customer needs into clear business requirements
You recognize economically meaningful end-user pain points and unmet needs
In alignment with the Eurowings strategy and values, you ensure a customer-centric focus approach, not only on the Eurowings platforms but also holistically across other channels
You keep your stakeholders in the loop of all ongoing initiatives
You monitor competition and analyze market trends

Behind the scenes

Meet the team
Do you share our passion for the world of travel and want to be part of a driven and high-performing team? Great! In this case, we are looking forward to hearing from you!

Requirements

You have at least 3 years of relevant work experience in product or service management in an agile environment
You are passionate about eCommerce and aviation, and enjoy following the market trends
You have experience with different web analytic tools and understand best practices for UI and UX and/or service map blueprinting
You hold a strong empathy for customers and users and are able to develop customer-centric product concepts with maximum business value
You have an entrepreneurial, analytical, and solution-oriented way of thinking
Your strong communication skills and team player mindset help you to manage different stakeholders
You are experienced in managing complex projects, ideally in an eCommerce or other technical context

Company
About Eurowings Digital GmbH
We want to unfold the world to our customers. Eurowings Digitals mission is to deliver the most convenient and affordable end2end travel experience by connecting the physical and digital world. While our customers enjoy their journey, we take charge of a carefree travel experience. Not only offering quality flights for affordable prices, but being a travel companion all along the way. From their first inspiration to their favorite travel memories. Therefore we launched a whole new company which puts their customer into their total focus. Together we are going to discover, develop and test new products along the whole customer journey, on- and offline. In agile and diverse teams we will revolutionize the way of travelling.

Pay: N/A
Hours: Full time
Type: Contract
Rating: N/A
Licence: N/A