Customer Journey Manager

We appreciate your interest in becoming part of our #GenteViva family!

At Viva Aerobus our main purpose is for people to have fun, do business and connect with their loved ones by taking advantage of the reduction in air transportation costs.

We are sure that with your talent, we will continue flying higher and higher!

The Customer Journey Lead Lead the development of a “hassle free” and satisfying passenger travel experience that ensures that each touchpoint contributes positively to the overall customer experience. Direct the customer journey evaluation strategy and the generation of improvement actions in conjunction with the company's Management, from the moment of flight search to post-sale.

Key responsibilities:

1. Lead and implement the Customer Journey strategy defined together with all areas of the company and stakeholders involved

2. Identify and trigger corrective actions, based on areas of opportunity detected through satisfaction surveys, complaints and in-person evaluations throughout the customer experience, in the time established for each of them.

3. Design and implement a measurement model that allows the evaluation of the Customer Journey efficiently and allows decisions to be made based on these indicators.

4. Improvement in the Company's service indicators through a work plan with the areas involved in improvement processes

5. Implementation of best practices from service companies in Viva Aerobus based on benchmarks and research

6. Lead evaluations of the Customer Journey, ensuring that the necessary resources are available and aligned with the objective of providing a better experience to our customers

Ideal experience / qualifications:

3+ years of experience improving the client experience with new and ongoing projects. Focus on establishing KPIs. Self- management and being curious and pro active is vital for this position.

Benefits you will enjoy as #GenteViva

• Schedule: Hybrid Scheme. (ok with national traveling)

• Incredible work environment #TheBestPlaceToWork.

• 12 vacation days since the 1st year.

• Paid personal days.

• Savings fund and savings account.

• Staff Travel: Flights to any of Viva’s destinations at a lower cost for you and your loved ones (12 spaces).

• Life and medical insurance, family medical assistance online 24/7.

•Discount agreements that improve your life: Gyms, retail stores, restaurants, universities and many more..

• Benefits above to those offered by law

About us:

We are the airline with the lowest cost, with one of the most modern aircraft fleets in Latin America and the 1st in Mexico, being one of the fastest growing airlines in the world.

At Viva Aerobus we recognize that our talent is diverse. We respect the living conditions of each person and promote gender equality and opportunities. We encourage innovation, collaboration and build an environment of respect and inclusion that allows us to be ourselves. We care about the well-being of our people, we take care of every detail to always have healthy, safe, and happy employees.

Take this flight and let’s travel to your new destination together!