Senior Director Global Customer Experience

Position Summary

We are the effort behind effortless, enabling global flight with passion.

Are you passionate about creating elegant, seamless, and memorable customer experiences? We are seeking a forward-thinking, dynamic and inspiring Senior Director Global Customer Experience based in either Basel or Zurich, to design and implement a global strategy that ensures every touchpoint reflects our brand’s promise of being the effort behind effortless. If you are driven by brand and customer, this role is your opportunity to make an impact!

Your role:

• Strategize & Implement: Craft a global, regional, and local customer experience strategy across our four different lines of service that is aligned with our brand promise
• Lead & Inspire: Guide a global team, setting the standard for exceptional customer service across all channels
• Voice of the Customer: Analyze feedback, identify trends, and create actionable plans for continuous improvement
• Customer-Centric Culture: Drive a customer-centric culture throughout the organization by developing training programs that emphasize the importance of exceptional service at every level
• Track & Measure: Establish and monitor KPI’s to gauge the effectiveness of customer experience initiatives and ensure continuous improvement

What we offer you:

• An exciting and challenging role in a dynamic environment
• Various opportunities for professional and personal development
• Chance to work on exciting, high-profile projects
• A motivated and cheerful team that looks forward to working with you
• Our events are great! We also have lots of fun together outside of working hours

Your profile:

• Several years of senior leadership in customer-focused, operational or brand, marketing and communication roles 

• Experienced in developing strategies for different market segments

• Proven track record of driving cultural change and continuous improvement in customer service operations across multiple regions
• Strong project management skills, with experience leading complex, global customer programs
• Ability to engage and inspire teams, with excellent communication and people skills
• A global mindset with the flexibility to travel worldwide and adapt to cultural differences in service standards